Knock your socks off service
Delivering Knock Your Socks Off Service by Kristin L. AndersonCancelled 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 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 first-class recovery system. Enlivened by John Bushs witty illustrations, the book explains:
-- The economics of recovery -- what 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, real-time recovery system
-- The managers role in sustaining an outstanding recovery system -- through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.
Delivering Knock Your Socks Off Service, 5th Edition
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After you read it, you'll wonder why you didn't think of these tips and techniques before! Delivering "knock your socks off" service is simpler than you think -- once you see service through the customers' eyes. This book shows you what the customer sees.
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Seinfeld Customer Service Example
In Delivering Knock Your Socks Off Service , Performance Research Associates - with some editorial help from Ron Zemke - highlight the main principles and techniques involved in providing great customer service and resolving customer problems. This lively book features many short chapters, cartoons, bulleted axioms and what-to-do examples. However, much of the information seems very familiar, like a juiced-up version of hints, tips and advice that have appeared in many other customer service books. While someone who is experienced in this field may find the information here too familiar, getAbstract. At this level, you carefully give each customer a favorable and memorable experience while you satisfy every need and expectation. You show customers that you are a pleasure to work with as you seek more ways to make them not merely satisfied, but delighted. Essentially, go the extra mile, and as you go, look for even more unique ways to provide excellent service.