Delivering Knock Your Socks Off Service
| Author | : | |
| Rating | : | 4.77 (725 Votes) |
| Asin | : | 0814479707 |
| Format Type | : | paperback |
| Number of Pages | : | 160 Pages |
| Publish Date | : | 2017-11-15 |
| Language | : | English |
DESCRIPTION:
"For workers routinely called on to fix what's broken, find what's lost and soothe the irate, this book is indispensable." -- Bizlife, Greensboro, NC, March 2003With fresh batches of lively anecdotes, examples from the service trenches,uplifting pep tals and aptivating cartoons by John Bush. -- The Executive Issue
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.. Cancelled flights, damaged goods, botched bills, locked-up software -- these
"Unnecessarily Verbose" according to Regan. This book was required for a course on customer service. Most of the information I felt to be common sense, the remainder was written in too many words. This book could easily have been consolidated into far less pages than presently exist. If it was not r. Jill Clardy said It's not Brain Surgery � So why is it so hard to do well?. "Knock Your Socks Off" is an easy to read, well-organized, thorough introduction to the crucial aspects of providing excellent customer service. I kept it on the corner of my desk and read it during lunch hours. The It's not Brain Surgery � So why is it so hard to do well? "Knock Your Socks Off" is an easy to read, well-organized, thorough introduction to the crucial aspects of providing excellent customer service. I kept it on the corner of my desk and read it during lunch hours. The 31 short chapters (approx. 150 pages) ca. 1 short chapters (approx. 150 pages) ca. K. Dodson said Excellent training tool. This book is great for initial training in customer service. While easy to read and understand, it provides a foundation for continued training in the basics of excellent customer service.
RON ZEMKE (Minneapolis, MN) is founder of Performance Research Associates and has authored or co-authored twelve books, including the Knock Your Socks Off Series and Service America! KRISTIN ANDERSON is a principal of Performance Research Associates, co-author of three other Knock Your Socks Off books, a