Coverart for item
The Resource Knock your socks off service recovery, Ron Zemke, Chip R. Bell

Knock your socks off service recovery, Ron Zemke, Chip R. Bell

Label
Knock your socks off service recovery
Title
Knock your socks off service recovery
Statement of responsibility
Ron Zemke, Chip R. Bell
Creator
Contributor
Subject
Genre
Language
eng
Summary
Annotation
Cataloging source
N$T
http://library.link/vocab/creatorName
Zemke, Ron
Dewey number
658.8/12
Illustrations
illustrations
Index
no index present
LC call number
HF5415.5
LC item number
.Z4595 2000eb
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
Bell, Chip R
http://library.link/vocab/subjectName
  • Customer services
  • Customer relations
  • BUSINESS & ECONOMICS
  • Customer relations
  • Customer services
  • Commerce
  • Business & Economics
  • Marketing & Sales
Summary expansion
Based 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--showing what it costs to lose customers and how little it can cost to win them back. Illustrations
Label
Knock your socks off service recovery, Ron Zemke, Chip R. Bell
Instantiates
Publication
Bibliography note
Includes bibliographical references (page 211)
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • 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
  • Our Thanks
  • 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?
  • 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
Control code
44958594
Dimensions
unknown
Extent
1 online resource (vii, 214 pages)
Form of item
online
Isbn
9780585202266
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Specific material designation
remote
System control number
(OCoLC)44958594
Label
Knock your socks off service recovery, Ron Zemke, Chip R. Bell
Publication
Bibliography note
Includes bibliographical references (page 211)
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
  • 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
  • Our Thanks
  • 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?
  • 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
Control code
44958594
Dimensions
unknown
Extent
1 online resource (vii, 214 pages)
Form of item
online
Isbn
9780585202266
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Specific material designation
remote
System control number
(OCoLC)44958594

Library Locations

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      1 University Blvd, St. Louis, MO, 63121, US
      38.710138 -90.311107
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