Knock your socks off service recovery / Ron Zemke, Chip R. Bell.


Bibliographic Details
Main Author: Zemke, Ron.
Other Authors: Bell, Chip R.
Format: Book
Published: New York : AMACOM, ©2000.
Online Access:CONNECT
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100 1 |a Zemke, Ron. 
245 1 0 |a Knock your socks off service recovery /  |c Ron Zemke, Chip R. Bell. 
260 |a New York :  |b AMACOM,  |c ©2000. 
300 |a 1 online resource (vii, 214 pages) :  |b illustrations. 
336 |a text  |b txt  |2 rdacontent. 
337 |a computer  |b c  |2 rdamedia. 
338 |a online resource  |b cr  |2 rdacarrier. 
504 |a Includes bibliographical references (page 211). 
505 0 0 |t Our Thanks --  |t Introduction: The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side --  |t Dollars and Sense of Service Recovery --  |t The Economics of Service Recovery --  |t Using Proactive Recovery to Rescue At-Risk Customers --  |t Reactivation: The Recovery of Lost "Souls" --  |t The Psychology of Recovery: Inside the Mind of a Broken Customer --  |t The Service Recovery Process --  |t The Axioms of Elegant Service Recovery --  |t Recovery and the Internet/E-Commerce --  |t Creating a Strategic Service Recovery System --  |t Creating a Service Recovery System --  |t Creating Consistent Solutions: The Solution Space Approach --  |t Apology to Atonement: The Anatomy of Great Grovel --  |t Recovering from Recovery: Turning Spendthrifts into "Passionate Pragmatists" --  |t Crisis Intervention --  |t Leading Service Recovery --  |t Find and Retain Good People --  |t Train and Coach --  |t Involve and Empower: The Healing Magic of "Responsible Freedom" --  |t Reward and Recognize Great Recovery --  |t Support and Inspire Performance and Persistence --  |t The Service Recovery Toolkit --  |t A Rage Apart: Recovery and the Customer from Hell --  |t Winning Words and Helpful Phrases --  |t Recovery on the Phone --  |t When and How to Fire a Customer --  |t How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers? 
588 0 |a Print version record. 
520 8 |a Annotation  |b 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. 
590 |a EBSCO eBook Academic Comprehensive Collection North America. 
650 0 |a Customer services. 
650 0 |a Customer relations. 
700 1 |a Bell, Chip R. 
776 0 8 |i Print version:  |a Zemke, Ron.  |t Knock your socks off service recovery.  |d New York : AMACOM, ©2000  |z 081447084X  |w (DLC) 00025065  |w (OCoLC)43521017. 
856 4 0 |u  |z CONNECT  |3 EBSCO 
907 |a .b47244811  |b 05-21-21  |c 07-05-20 
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