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Knock your socks off service recovery /
Annotation
| Clasificación: | Libro Electrónico |
|---|---|
| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
AMACOM,
©2000.
|
| Temas: | |
| Acceso en línea: | Texto completo |
MARC
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| 082 | 0 | 4 | |a 658.8/12 |2 21 |
| 049 | |a UAMI | ||
| 100 | 1 | |a Zemke, Ron. | |
| 245 | 1 | 0 | |a Knock your socks off service recovery / |c Ron Zemke, Chip R. Bell. |
| 260 | |a New York : |b AMACOM, |c ©2000. | ||
| 300 | |a 1 online resource (vii, 214 pages) : |b illustrations | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 504 | |a Includes bibliographical references (page 211). | ||
| 505 | 0 | 0 | |t Our Thanks -- |t Introduction: The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side -- |t Dollars and Sense of Service Recovery -- |t The Economics of Service Recovery -- |t Using Proactive Recovery to Rescue At-Risk Customers -- |t Reactivation: The Recovery of Lost "Souls" -- |t The Psychology of Recovery: Inside the Mind of a Broken Customer -- |t The Service Recovery Process -- |t The Axioms of Elegant Service Recovery -- |t Recovery and the Internet/E-Commerce -- |t Creating a Strategic Service Recovery System -- |t Creating a Service Recovery System -- |t Creating Consistent Solutions: The Solution Space Approach -- |t Apology to Atonement: The Anatomy of Great Grovel -- |t Recovering from Recovery: Turning Spendthrifts into "Passionate Pragmatists" -- |t Crisis Intervention -- |t Leading Service Recovery -- |t Find and Retain Good People -- |t Train and Coach -- |t Involve and Empower: The Healing Magic of "Responsible Freedom" -- |t Reward and Recognize Great Recovery -- |t Support and Inspire Performance and Persistence -- |t The Service Recovery Toolkit -- |t A Rage Apart: Recovery and the Customer from Hell -- |t Winning Words and Helpful Phrases -- |t Recovery on the Phone -- |t When and How to Fire a Customer -- |t How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers? |
| 588 | 0 | |a Print version record. | |
| 520 | 8 | |a Annotation |b 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 | |
| 590 | |a eBooks on EBSCOhost |b EBSCO eBook Subscription Academic Collection - Worldwide | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 6 | |a Service à la clientèle. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 700 | 1 | |a Bell, Chip R. | |
| 776 | 0 | 8 | |i Print version: |a Zemke, Ron. |t Knock your socks off service recovery. |d New York : AMACOM, ©2000 |z 081447084X |w (DLC) 00025065 |w (OCoLC)43521017 |
| 856 | 4 | 0 | |u https://ebsco.uam.elogim.com/login.aspx?direct=true&scope=site&db=nlebk&AN=17109 |z Texto completo |
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