Knock Your Socks Off Service Recovery
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Book Overview
"Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business...
Format:Paperback
Language:English
ISBN:081447084X
ISBN13:9780814470848
Release Date:May 2000
Publisher:Amacom
Length:224 Pages
Weight:0.80 lbs.
Dimensions:0.7" x 6.0" x 9.0"
Age Range:17 years and up
Grade Range:Grade 12 and higher
Customer Reviews
2 ratings
Excellent book on customer service
Published by Thriftbooks.com User , 15 years ago
This book was delivered quickly, and I was fortunate to purchase a used copy at a reasonable price. It's one that definitely should be on my business book shelf.
Ron Zemke does it again...
Published by Thriftbooks.com User , 24 years ago
I have been in the hotel business for 11 years and this has given myself and my staff a new attitude toward our guests--the people that pay our salaries. I read the entire book in a day off, highlited like crazy and was psyched to go back and share many of the ideas with my staff! Kudos...I really enjoyed it :)
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