Desk & Support Center
Witty and easy to read, this book shows how to apply vital coaching skills in customer service arena.
Even with great service, there's an occasional slip-up. A product breaks... a reservation is lost... the fix didn't. Saying "Oops, sorry!" just doesn't cut it. Without top-notch service recovery, you lose customers you worked so hard to acquire. And that leads to negative word-of-mouth, lost income,and even bigger bucks spent on replacing those lost customers.
This handbook is your game plan for a fail-safe service recovery operation. With the front line savvy and good humor that marks the entire Knock Your Socks Off Service series, customer service gurus Ron Zemke and Chip Bell show you how to:
Start with the assessment test that reveals your current level of service recovery readiness. Implement the authors' highly flexible and easy-to-learn, but very robust, recovery system developed during 15 years of field work. And turn to the Hip-Pocket Toolkit whenever you need quick answers.
You've now got a blueprint for transforming scattershot responses into a planned recovery process - one that retains customers, generates new ones, and gives you an incredible competitive advantage in the bargain.
Table of Contents
Dollars and Sense Service Recovery
The Service Recovery Process
Creating a Strategic Service Recovery System
Leading Service Recovery
The Service Recovery Toolkit
Appendix: How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers?
The Resource Center for Customer Service
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Last modified January 17, 2012