Knock your socks off service recovery - Zemke, Ron (AMACOM, 2000)
Includes bibliographical references (page 211)
Our Thanks -- - Introduction: The Art of Service Recovery: Fixing Broken Customers and Keeping Them on Your Side -- - Dollars and Sense of Service Recovery -- - The Economics of Service Recovery -- - Using Proactive Recovery to Rescue At-Risk Customers -- - Reactivation: The Recovery of Lost "Souls" -- - The Psychology of Recovery: Inside the Mind of a Broken Customer -- - The Service Recovery Process -- - The Axioms of Elegant Service Recovery -- - Recovery and the Internet/E-Commerce -- - Creating a Strategic Service Recovery System -- - Creating a Service Recovery System -- - Creating Consistent Solutions: The Solution Space Approach -- - Apology to Atonement: The Anatomy of Great Grovel -- - Recovering from Recovery: Turning Spendthrifts into "Passionate Pragmatists" -- - Crisis Intervention -- - Leading Service Recovery -- - Find and Retain Good People -- - Train and Coach -- - Involve and Empower: The Healing Magic of "Responsible Freedom" -- - Reward and Recognize Great Recovery -- - Support and Inspire Performance and Persistence -- - The Service Recovery Toolkit -- - A Rage Apart: Recovery and the Customer from Hell -- - Winning Words and Helpful Phrases -- - Recovery on the Phone -- - When and How to Fire a Customer -- - How Ready Are You for Knock Your Socks Off Service Recovery When Things Go Wrong for Customers?
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