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 for years to come. Building 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. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back * The processes, policies, and technology a company must have to ensure an effective, real-time recovery system * The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.
"Ron Zemke (Minneapolis, MN) is president of Performance Research Associates and author or coauthor of 25 books, including the best-selling Knock Your Socks Off Service series, Generations at Work (AMACOM 0-8144-0480-4), and Service America! Chip R. Bell (Dallas, TX) is a senior principal with Performance Research Associates and author or coauthor of 12 books, including Managing Knock Your Socks Off Service (AMACOM 0-8144-7784-4), Customers as Partners, and Beep, Beep: Competing in the Age of Road Runner."
Section 1 Dollars and sense of service recovery: introduction - why recovery; recovery by the numbers; the feel of effective recovery; the case of Gracie Golf. Section 2 The service recovery process: introduction - it's not what you do, it's the way that you do it; philosophy of service recovery; six-step fox trot of supply; customer's recovery expectations; axioms of elegant recovery; recovery as a planned process. Section 3 Leading memorable recovery - the manager's imperative: introduction - manager as role model; train and coach; involve and empower; recognise, reward and celebrate; support and inspire; creating strategic recovery. Section 4 Creating strategic recovery: introduction - superior recovery as a business advantage; Berry model and SMPL; cords; apology and atonement; crisis management - advanced recovery. section 5 The service recovery hip pocket toolbox: introduction - tools, tactics and techniques for success; customer from hell checklist; winning words and helpful phrases; when and how to say no; an ounce of prevention - phone relations; tips for retention; recovery from recovery; when and how to fire a customer; dealing with no-easy-answer complaints; retention model worksheet; recovery and the Internet.
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- ID: 9780814470848
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