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Knock Your Socks Off Service Recovery - Paperback | Diverse Reads

Knock Your Socks Off Service Recovery

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"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."

ISBN-13: 9780814470848

Media Type: Paperback

Publisher: AMACOM

Publication Date: 05-26-2000

Pages: 224

Product Dimensions: 6.00(w) x 9.00(h) x 0.50(d)

Age Range: 17 Years

Series: Knock Your Socks Off

CHIP R. BELL is the founder of The Chip Bell Group and author of many popular books including Wired and Dangerous. His work has been featured in The Wall Street Journal, Fortune, USA Today, Fast Company, Business Week and other major media.

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"