Winning behavior
what the smartest, most successful companies do differently
by Terry R. Bacon and David G. Pugh
"Even with great service, there's an occasional slip-up. A product breaks ... a reservation is lost ... the soup is cold. Saying "Oops, sorry!" jut doesn't cut it. Without top-notch service recovery, you lose the customers you worked so hard to acquire."
"This handbook is your game plan for a fail-safe service recovery operation. With the frontline savvy and cheerful good humor that marks the entire Knock Your Socks Off Service series, customer service gurus Ron Zemke and Chip R. Bell shows you how to convince your boss that a good service recovery system more than pays for itself; set up policies, processes, and technologies for problem resolution; train service reps and other front-liners to deal successfully with real-time upset customers; analyze problems to stop them from happening again; turn mad-as-hell customers into your most loyal advocates; lead and sustain your organization's recovery efforts."--Jacket.
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Subjects
Efficacité organisationnelle, Organizational behavior, Comportement organisationnel, Organizational effectiveness, Efficacitâe organisationnelle, Business competition, Customer services, Leadership, Business/Economics, Business & Economics, Business / Economics / Finance, Management - General, Corporate & Business History - Strategies, Customer Service, Customer relations, Service à la clientèle, Commerce, Marketing & Sales, Management Science, Industrial Management, Management| Edition | Availability |
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1
Winning behavior: what the smartest, most successful companies do differently
2003, Amacom
in English
0814471633 9780814471630
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2
Winning Behavior: What the Smartest, Most Successful Companies Do Differently
2003, AMACOM
in English
0814413676 9780814413678
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3
Winning Behavior: What the Smartest, Most Successful Companies Do Differently
June 2003, AMACOM/American Management Association
Hardcover
in English
- 1st edition
0814471633 9780814471630
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4
Knock Your Socks Off Service Recovery (Knock Your Socks Off Series)
May 2000, AMACOM/American Management Association
Paperback
in English
081447084X 9780814470848
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