Knock Your Socks Off Service Recovery

Knock Your Socks Off Service Recovery

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Based on the popular, breezy approach of the qKnock Your Socks Off Serviceq 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.Their tendency is to believe that service representativesa#39; promises aim primarily at getting the customer off the phone or ... customer to huff and bluster at the customer-contact employee, customers would rather hear straight talk or bad newsanbsp;...

Title:Knock Your Socks Off Service Recovery
Author:Ron Zemke, Terry R. Bacon, David George Pugh, Chip R. Bell
Publisher:AMACOM Div American Mgmt Assn - 2000


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