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- catalog abstract ""Even with great service, there's an occasional slip-up. A product breaks ... a reservation is lost ... the soup is cold. Saying "Oops, sorry!" jut doesn't cut it. Without top-notch service recovery, you lose the customers you worked so hard to acquire." "This handbook is your game plan for a fail-safe service recovery operation. With the frontline savvy and cheerful good humor that marks the entire Knock Your Socks Off Service series, customer service gurus Ron Zemke and Chip R. Bell shows you how to convince your boss that a good service recovery system more than pays for itself; set up policies, processes, and technologies for problem resolution; train service reps and other front-liners to deal successfully with real-time upset customers; analyze problems to stop them from happening again; turn mad-as-hell customers into your most loyal advocates; lead and sustain your organization's recovery efforts."--Jacket.".
- catalog contributor b11869347.
- catalog contributor b11869348.
- catalog created "c2000.".
- catalog date "2000".
- catalog date "c2000.".
- catalog dateCopyrighted "c2000.".
- catalog description ""Even with great service, there's an occasional slip-up. A product breaks ... a reservation is lost ... the soup is cold. Saying "Oops, sorry!" jut doesn't cut it. Without top-notch service recovery, you lose the customers you worked so hard to acquire."".
- catalog description ""This handbook is your game plan for a fail-safe service recovery operation. With the frontline savvy and cheerful good humor that marks the entire Knock Your Socks Off Service series, customer service gurus Ron Zemke and Chip R. Bell shows you how to convince your boss that a good service recovery system more than pays for itself; set up policies, processes, and technologies for problem resolution; train service reps and other front-liners to deal successfully with real-time upset customers; analyze problems to stop them from happening again; turn mad-as-hell customers into your most loyal advocates; lead and sustain your organization's recovery efforts."--Jacket.".
- catalog description "Includes bibliographical references (p. 211).".
- catalog description "Introduction: The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side -- pt. 1. Dollars and Sense of Service Recovery -- pt. 2. The Service Recovery Process -- pt. 3. Creating a Strategic Service Recovery System -- pt. 4. Leading Service Recovery -- pt. 5. The Service Recovery Toolkit -- App. How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers?".
- catalog extent "vii, 214 p. :".
- catalog identifier "081447084X".
- catalog issued "2000".
- catalog issued "c2000.".
- catalog language "eng".
- catalog publisher "New York : AMACOM,".
- catalog subject "658.8/12 21".
- catalog subject "Customer relations.".
- catalog subject "Customer services.".
- catalog subject "HF5415.5 .Z4595 2000".
- catalog tableOfContents "Introduction: The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side -- pt. 1. Dollars and Sense of Service Recovery -- pt. 2. The Service Recovery Process -- pt. 3. Creating a Strategic Service Recovery System -- pt. 4. Leading Service Recovery -- pt. 5. The Service Recovery Toolkit -- App. How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers?".
- catalog title "Knock your socks off service recovery / Ron Zemke and Chip R. Bell.".
- catalog type "text".