Knock Your Socks Off Service Recovery

by Chip R. Bell, Ron Zemke, Terry R. Bacon, et al.

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

Excellent book on customer service

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...

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 :)