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|