Knock Your Socks Off Service Recovery

    By Ron Zemke, Chip R Belkl, Terry R Bacon, PH.D., Chip R Bell

"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."

    ABOUT THE AUTHORS
JEFFREY GITOMERes una autoridad mundial en ventas y servicio al cliente, lider de mas de 150 programas de capacitacion y reuniones de ventas anualmente para empresas como IBM, AT&T, Coca-Cola, Hilton Hotels, Inc. Magazine, Siemens y Cintas. Es columnista de la agencia de noticias "Sales Moves" que aparece en ochenta y cinco revistas de negocios en los Estados Unidos y Europa, y es leida por mas de 3.5 millones de personas semanalmente. David G. Pugh and Terry R. Bacon (Durango, CO) are coauthors of" Winning Behavior" (0-8144-7163-3) and "The Behavioral Advantage" (0-8144-7225-7), and cofounders of the Lore Institute, a professional development and corporate education company. Bacon is also the author of" Selling to Major Accounts" (0-8144-0462-6). Chip R. Bell is senior partner of the Chip Bell Group and former director of management and organization development for NCNB (now Bank of America). A renowned keynote speaker and trainer, he is the author or coauthor of several bestselling books, including, most recently, Wired and Dangerous.


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Your price: $17.95
Language English
Published 05/2000
Publisher AMACOM/American Management Association
Availability Available
Pages 224