Synopses & Reviews
Synopsis
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.
Synopsis
"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."
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"