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Knock Your Socks Off Service Recovery (Knock Your Socks Off Series),New
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Cancelled flights, damaged goods, botched bills, lockedup softwarethese are the service screwups that leave customers angry, disgusted...and determined to never buy from you again! But these madashell customers can be wooed back through skillful, planned ''service recovery.'' And, surprisingly, customers who experience worldclass Knock Your Socks Off service recovery become your most loyal customersand 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 firstclass recovery system. Enlivened by John Bush's witty illustrations, the book explains: * The economics of recoverywhat 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, realtime recovery system * The manager's role in sustaining an outstanding recovery systemthrough training, coaching, empowering, supporting, inspiring, and rewarding great service providers.'
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.