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Knock Your Socks Off Service Recovery
     

Knock Your Socks Off Service Recovery

by Ron Zemke, Chip R. Bell, Terry R. Bacon
 

"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

Overview

"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."

Editorial Reviews

Chip Bell
In his new book, Knock Your Socks Off Service Recovery, management consultant Chip Bell writes about companies that know how to respond quickly to customer complaints and keep customers by fixing problems. Bell, an executive with Minneapolis-based Performance Research Associates, advises companies how to build loyalty with good service 'recovery' systems….'Does your organization do the right things when things go wrong?' asks Bell, who wrote the book with Performance Research president Ron Zemke. 'Saying "Oops, sorry," just doesn't cut it. Customers don't expect you to be perfect. They expect you to care.' When a customer's product or service falls apart, 'It's not just a case of "I'm disappointed." It's "You betrayed me." It's an implied promise. That dictates a different sort of response.' Bell says companies that recover best when problems strike have a corporate culture that understands the link between caring service and customer loyalty. The management, not just the front-line employee, has training and systems in place to respond thoughtfully to problems. At Marriott, Bell teaches a lodging executives' workshop, 'Serving as Leader,' on issues including managing customers' emotional feelings of betrayal. He helps hotel executives understand how customer expectations are changing - and how companies must respond. 'Organizations are figuring out they can't make all the decisions at the top,' Bell says. 'You have to push them closer to the customer and have people at those levels equipped to make decisions. You can't give them empowerment without the tools.'
USA Today

Product Details

ISBN-13:
9780814470848
Publisher:
AMACOM
Publication date:
05/26/2000
Series:
Knock Your Socks off Series
Pages:
224
Product dimensions:
6.00(w) x 9.00(h) x 0.48(d)
Age Range:
17 Years

Meet the Author

"Ron Zemke (Minneapolis, MN) is president of Performance Research Associates and author or coauthor of 25 books, including the best-selling Knock Your Socks Off Service series, Generations at Work (AMACOM 0-8144-0480-4), and Service America!

Chip R. Bell (Dallas, TX) is a senior principal with Performance Research Associates and author or coauthor of 12 books, including Managing Knock Your Socks Off Service (AMACOM 0-8144-7784-4), Customers as Partners, and Beep, Beep: Competing in the Age of Road Runner."

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