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.
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Editorial Reviews
Book Description
"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."
About 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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Most Helpful Customer Reviews
11 of 12 people found the following review helpful:
5.0 out of 5 stars
Ron Zemke does it again...,
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This review is from: Knock Your Socks Off Service Recovery (Paperback)
I have been in the hotel business for 11 years and this has given myself and my staff a new attitude toward our guests--the people that pay our salaries. I read the entire book in a day off, highlited like crazy and was psyched to go back and share many of the ideas with my staff! Kudos...I really enjoyed it :)
1 of 1 people found the following review helpful:
5.0 out of 5 stars
Excellent book on customer service,
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This review is from: Knock Your Socks Off Service Recovery (Paperback)
This book was delivered quickly, and I was fortunate to purchase a used copy at a reasonable price. It's one that definitely should be on my business book shelf.
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Inside This Book
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First Sentence:
The numbers are in and the case airtight: Companies that perform high-quality service recovery realize substantial economic payoff. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
effective service recovery, service recovery system, service breakdown, front liners, phone reps, recovery situations, great recovery, upset customers, customer problems, responsible freedom Key Phrases - Capitalized Phrases (CAPs): (learn more)
Acme Inc, Wall Street, John Goodman, Federal Express, Gracie Golf, Food Lion, New York, American Express, Crisis Intervention, Herb Kelleher, Quality Review, Rage Apart, The Service Edge Newsletter, United States New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
The numbers are in and the case airtight: Companies that perform high-quality service recovery realize substantial economic payoff. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
effective service recovery, service recovery system, service breakdown, front liners, phone reps, recovery situations, great recovery, upset customers, customer problems, responsible freedom Key Phrases - Capitalized Phrases (CAPs): (learn more)
Acme Inc, Wall Street, John Goodman, Federal Express, Gracie Golf, Food Lion, New York, American Express, Crisis Intervention, Herb Kelleher, Quality Review, Rage Apart, The Service Edge Newsletter, United States New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
Citations (learn more)
This book cites 14
books:
See all 14 books this book cites
11
books
cite this book:
See all 11 books citing this book
- Beep! Beep!: Competing in the Age of the Road Runner by Chip R. Bell in Back Matter (1), and Back Matter (2)
- Customers as Partners - Building Relationships That Last by Chip R Bell in Back Matter
- Managers as Mentors 2 Ed: Building Partnerships for Learning by Chip R Bell in Back Matter
- Service Quality (Marketing Science Institute (MSI) Relevant Knowledge Series) by Valarie A. Zeithaml and A. Parasuraman on page 50
- Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) by Performance Research Associates in Back Matter
See all 14 books this book cites
- Service Magic: The Art of Amazing Your Customers by Chip Bell in Back Matter (1), Back Matter (2), and Back Matter (3)
- E-Service: 24 Ways to Keep Your Customers--When the Competition Is Just a Click Away by Ron Zemke in Back Matter (1), and Back Matter (2)
- Delivering Knock Your Socks Off Service by Performance Research Associates on page 136, and Back Matter
- Delivering Knock Your Socks Off Service (Knock Your Socks Off Series) by Performance Research Associates on page 121, and page 178
- Magnetic Service: Secrets of Creating Passionately Devoted Customers by Chip R Bell in Front Matter, and Back Matter
See all 11 books citing this book
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