BN.com Gift Guide

Knock Your Socks off Service Recovery

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 ...

See more details below
Other sellers (Paperback)
  • All (34) from $1.99   
  • New (7) from $12.20   
  • Used (27) from $1.99   
Sending request ...

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.

Read More Show Less

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
Read More Show Less

Product Details

  • ISBN-13: 9780814470848
  • Publisher: AMACOM
  • Publication date: 5/28/2000
  • Series: Knock Your Socks off Series
  • Edition number: 1
  • Pages: 226
  • Sales rank: 686,330
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.48 (d)

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."

Read More Show Less

Table of Contents

"Section 1: Dollars and Sense of Service Recovery

Introduction: Why Recovery

1. Recovery by the Numbers

2. The Feel of Effective Recovery

3. The Case of Gracie Golf

Section 2: The Service Recovery Process

Introduction: It’s Not What You Do, It’s the Way That You Do It

4. Philosophy of Service Recovery

5. Six-Step Fox Trot of Supply

6. Customers’ Recovery Expectations

7. Axioms of Elegant Recovery

8. Recovery as a Planned Process

Section 3: Leading Memorable Recovery: The Manager’s Imperative

Introduction: Manager as Role Model

9. Find and Retain Recovery Talent

10. Train and Coach

11. Involve and Empower

12. Recognize, Reward and Celebrate

13. Support and Inspire

Section 4: Creating Strategic Recovery

Introduction: Superior Recovery as a Business Advantage

14. Berry Model and SMPI

15. CORDS

16. Apology and Atonement

17. Crisis Management: Advanced Recovery

Section 5: The Service Recovery Hip Pocket Tool Box

Introduction: Tools, Tactics and Techniques for Success

18. Customer from Hell Checklist

19. Winning Words and Helpful Phrases

20. When and How to Say No

21. An Ounce of Prevention: Phone Relations

22. Tips for Retention

23. Recovering from Recovery

24. When and How to Fire a Customer

25. Dealing with No-Easy-Answer Complaints

26. Retention Model Worksheet

27. Recovery and the Internet"

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)