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Knock Your Socks Off Service Recovery (Knock Your Socks Off Series) - Softcover

Zemke, Ron

 
9780814470848: Knock Your Socks Off Service Recovery (Knock Your Socks Off Series)
Softcover
ISBN 10: 081447084X ISBN 13: 9780814470848
Verlag: Amacom, 2000

Inhaltsangabe

"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."

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Über die Autorin bzw. den Autor

CHIP R. 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.

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Verlag
Amacom
Erscheinungsdatum
2000
Sprache
Englisch
ISBN 10 
081447084X
ISBN 13 
9780814470848
Einband
Taschenbuch
Anzahl der Seiten
224
Kontakt zum Hersteller
Nicht verfügbar
Verantwortliche Person
gpsr@libri.de
gpsr@libri.de

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