Knock Your Socks Off Service Recovery 在线电子书 pdf 下载 txt下载 epub 下载 mobi 下载 2024

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ZEMKE 作者

AMACOM

译者

2010-9 出版日期

160 页数

$ 20.28 价格

Pap

丛书系列

9780814470848 图书编码

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发表于2024-09-19

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Knock Your Socks Off Service Recovery 在线电子书图书描述

Cancelled 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 Bush's 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 manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.

Knock Your Socks Off Service Recovery 在线电子书下载 mobi epub pdf txt 在线电子书下载

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