Knock Your Socks Off Service Recovery

 Knock Your Socks Off Service Recovery

Authors: Ron Zemke, Chip R. Bell
Pub Date: May 2000
Print Edition: $17.95
Print ISBN: 9780814470848
Page Count: 224
Format: Paper or Softback
e-Book ISBN: 9780814425848

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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


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"

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