Winning behavior

what the smartest, most successful companies do differently

de Terry R. Bacon, 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.