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
Table of 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?