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?
