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

Author(s): Zemke, Ron
Online: Connect to electronic book
Retrieving Holdings Information
Subjects: Customer services
Customer relations
Electronic books
Formats: Electronic Resource, Remote
Material Type: Books
Language: English
Audience: Unspecified
Published: New York : AMACOM, c2000
LC Classification: H, HF
Table of Contents: Our Thanks
Introduction: The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side 1
Pt. 1. Dollars and Sense of Service Recovery 5
Pt. 2. The Service Recovery Process 37
Pt. 3. Creating a Strategic Service Recovery System 71
Pt. 4. Leading Service Recovery 117
Pt. 5. The Service Recovery Toolkit 165
App. How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers? 197
Afterword 209
Additional Resources 211
About the Authors 213
Alternate Titles: Issued in other form: Original (DLC) 00025065 (OCoLC)43521017
Additional Authors: Bell, Chip R
NetLibrary, Inc
Notes: Invalid LCCN: 00025065
ISBN: 0585202265 (electronic bk.) :$17.95
ISBN: 081447084X
Includes bibliographical references (p. 211)
Reproduction notes: Electronic reproduction. Boulder, Colo. : NetLibrary, 2000. Available via the World Wide Web. Available in multiple electronic file formats. Access may be limited to NetLibrary affiliated libraries
Physical Description: vii, 214 p. : ill. ; 23 cm
OCLC Number: 44958594
ISBN/ISSN: 0585202265

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