Knock Your Socks Off Service Recovery

Ron Zemke, Chip Bell, John Bush

$29.99

Paperback

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English

Amacom
19 March 2021

Management & management techniques; Customer services; Service industries

"""Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again! But these mad-as-hell customers can be wooed back through skillful, planned """"service recovery."""" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to come. Building on the popular, breezy approach of the Knock Your Socks Off Service series, the authors provide managers with an upbeat primer on creating a first-class recovery system. Enlivened by John Bush's witty illustrations, the book explains:
* The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back
* The processes, policies, and technology a company must have to ensure an effective, real-time recovery system
* The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers."""

By: Ron Zemke, Chip Bell
Illustrated by: John Bush
Imprint: Amacom
Country of Publication: United States
Edition: Special ed.
Dimensions: Height: 229mm, Width: 152mm, Spine: 12mm
Weight: 240g
ISBN: 9780814470848
ISBN 10: 081447084X
Pages: 224
Publication Date: 19 March 2021
Audience: General/trade , ELT Advanced
Format: Paperback
Publisher's Status: Active

CHIP BELL is the founder of The Chip Bell Group and author of many popular books including Wired and Dangerous. His work has been featured in The Wall Street Journal, Fortune, USA Today, Fast Company, Business Week and other major media.