| Description |
1 online resource (vii, 214 pages) : illustrations |
| Contents |
Our Thanks -- Introduction: The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side -- Dollars and Sense of Service Recovery -- The Economics of Service Recovery -- Using Proactive Recovery to Rescue At-Risk Customers -- Reactivation: The Recovery of Lost "Souls" -- The Psychology of Recovery: Inside the Mind of a Broken Customer -- The Service Recovery Process -- The Axioms of Elegant Service Recovery -- Recovery and the Internet/E-Commerce -- Creating a Strategic Service Recovery System -- Creating a Service Recovery System -- Creating Consistent Solutions: The Solution Space Approach -- Apology to Atonement: The Anatomy of Great Grovel -- Recovering from Recovery: Turning Spendthrifts into "Passionate Pragmatists" -- Crisis Intervention -- Leading Service Recovery -- Find and Retain Good People -- Train and Coach -- Involve and Empower: The Healing Magic of "Responsible Freedom" -- Reward and Recognize Great Recovery -- Support and Inspire Performance and Persistence -- The Service Recovery Toolkit -- A Rage Apart: Recovery and the Customer from Hell -- Winning Words and Helpful Phrases -- Recovery on the Phone -- When and How to Fire a Customer -- How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers? |
| Summary |
Annotation Based 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--showing what it costs to lose customers and how little it can cost to win them back. Illustrations |
| Bibliography |
Includes bibliographical references (page 211) |
| Notes |
Print version record |
| Subject |
Customer services.
|
|
Customer relations.
|
|
BUSINESS & ECONOMICS -- Customer Relations.
|
|
Customer relations
|
|
Customer services
|
| Form |
Electronic book
|
| Author |
Bell, Chip R.
|
| LC no. |
00025065 |
| ISBN |
0585202265 |
|
9780585202266 |
|
9780814470848 |
|
081447084X |
|
