Knock your socks off service recovery:
Saved in:
| Main Author: | |
|---|---|
| Format: | Electronic eBook |
| Language: | English |
| Published: |
New York
AMACOM
©2000
|
| Subjects: | |
| Online Access: | FAW01 FAW02 Volltext |
| Item Description: | 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? Annotation |
| Physical Description: | 1 Online-Ressource (vii, 214 pages) |
| ISBN: | 0585202265 081447084X 9780585202266 9780814470848 |
Staff View
MARC
| LEADER | 00000nmm a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV043143565 | ||
| 003 | DE-604 | ||
| 005 | 00000000000000.0 | ||
| 007 | cr|uuu---uuuuu | ||
| 008 | 151126s2000 |||| o||u| ||||||eng d | ||
| 020 | |a 0585202265 |c electronic bk. |9 0-585-20226-5 | ||
| 020 | |a 081447084X |9 0-8144-7084-X | ||
| 020 | |a 081447084X |9 0-8144-7084-X | ||
| 020 | |a 9780585202266 |c electronic bk. |9 978-0-585-20226-6 | ||
| 020 | |a 9780814470848 |9 978-0-8144-7084-8 | ||
| 035 | |a (OCoLC)44958594 | ||
| 035 | |a (DE-599)BVBBV043143565 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 049 | |a DE-1046 |a DE-1047 | ||
| 082 | 0 | |a 658.8/12 |2 21 | |
| 100 | 1 | |a Zemke, Ron |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Knock your socks off service recovery |c Ron Zemke, Chip R. Bell |
| 264 | 1 | |a New York |b AMACOM |c ©2000 | |
| 300 | |a 1 Online-Ressource (vii, 214 pages) | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b c |2 rdamedia | ||
| 338 | |b cr |2 rdacarrier | ||
| 500 | |a Includes bibliographical references (page 211) | ||
| 500 | |a 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? | ||
| 500 | |a Annotation | ||
| 650 | 7 | |a BUSINESS & ECONOMICS / Customer Relations |2 bisacsh | |
| 650 | 7 | |a Customer relations |2 fast | |
| 650 | 7 | |a Customer services |2 fast | |
| 650 | 4 | |a Wirtschaft | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Customer relations | |
| 650 | 0 | 7 | |a Reklamation |0 (DE-588)4834499-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Servicepolitik |0 (DE-588)4234502-9 |2 gnd |9 rswk-swf |
| 689 | 0 | 0 | |a Reklamation |0 (DE-588)4834499-0 |D s |
| 689 | 0 | 1 | |a Servicepolitik |0 (DE-588)4234502-9 |D s |
| 689 | 0 | |8 1\p |5 DE-604 | |
| 700 | 1 | |a Bell, Chip R. |e Sonstige |4 oth | |
| 856 | 4 | 0 | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109 |x Aggregator |3 Volltext |
| 912 | |a ZDB-4-EBA | ||
| 999 | |a oai:aleph.bib-bvb.de:BVB01-028567756 | ||
| 883 | 1 | |8 1\p |a cgwrk |d 20201028 |q DE-101 |u https://d-nb.info/provenance/plan#cgwrk | |
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109 |l FAW01 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
| 966 | e | |u http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109 |l FAW02 |p ZDB-4-EBA |q FAW_PDA_EBA |x Aggregator |3 Volltext | |
Record in the Search Index
| _version_ | 1804175595410554880 |
|---|---|
| any_adam_object | |
| author | Zemke, Ron |
| author_facet | Zemke, Ron |
| author_role | aut |
| author_sort | Zemke, Ron |
| author_variant | r z rz |
| building | Verbundindex |
| bvnumber | BV043143565 |
| collection | ZDB-4-EBA |
| ctrlnum | (OCoLC)44958594 (DE-599)BVBBV043143565 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>03535nmm a2200553zc 4500</leader><controlfield tag="001">BV043143565</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="005">00000000000000.0</controlfield><controlfield tag="007">cr|uuu---uuuuu</controlfield><controlfield tag="008">151126s2000 |||| o||u| ||||||eng d</controlfield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">0585202265</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">0-585-20226-5</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">081447084X</subfield><subfield code="9">0-8144-7084-X</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">081447084X</subfield><subfield code="9">0-8144-7084-X</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780585202266</subfield><subfield code="c">electronic bk.</subfield><subfield code="9">978-0-585-20226-6</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780814470848</subfield><subfield code="9">978-0-8144-7084-8</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)44958594</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV043143565</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="049" ind1=" " ind2=" "><subfield code="a">DE-1046</subfield><subfield code="a">DE-1047</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.8/12</subfield><subfield code="2">21</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Zemke, Ron</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Knock your socks off service recovery</subfield><subfield code="c">Ron Zemke, Chip R. Bell</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">New York</subfield><subfield code="b">AMACOM</subfield><subfield code="c">©2000</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">1 Online-Ressource (vii, 214 pages)</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">c</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">cr</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references (page 211)</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">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?</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Annotation</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">BUSINESS & ECONOMICS / Customer Relations</subfield><subfield code="2">bisacsh</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer relations</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="7"><subfield code="a">Customer services</subfield><subfield code="2">fast</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Wirtschaft</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer relations</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Reklamation</subfield><subfield code="0">(DE-588)4834499-0</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="650" ind1="0" ind2="7"><subfield code="a">Servicepolitik</subfield><subfield code="0">(DE-588)4234502-9</subfield><subfield code="2">gnd</subfield><subfield code="9">rswk-swf</subfield></datafield><datafield tag="689" ind1="0" ind2="0"><subfield code="a">Reklamation</subfield><subfield code="0">(DE-588)4834499-0</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2="1"><subfield code="a">Servicepolitik</subfield><subfield code="0">(DE-588)4234502-9</subfield><subfield code="D">s</subfield></datafield><datafield tag="689" ind1="0" ind2=" "><subfield code="8">1\p</subfield><subfield code="5">DE-604</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Bell, Chip R.</subfield><subfield code="e">Sonstige</subfield><subfield code="4">oth</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-4-EBA</subfield></datafield><datafield tag="999" ind1=" " ind2=" "><subfield code="a">oai:aleph.bib-bvb.de:BVB01-028567756</subfield></datafield><datafield tag="883" ind1="1" ind2=" "><subfield code="8">1\p</subfield><subfield code="a">cgwrk</subfield><subfield code="d">20201028</subfield><subfield code="q">DE-101</subfield><subfield code="u">https://d-nb.info/provenance/plan#cgwrk</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109</subfield><subfield code="l">FAW01</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield><datafield tag="966" ind1="e" ind2=" "><subfield code="u">http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109</subfield><subfield code="l">FAW02</subfield><subfield code="p">ZDB-4-EBA</subfield><subfield code="q">FAW_PDA_EBA</subfield><subfield code="x">Aggregator</subfield><subfield code="3">Volltext</subfield></datafield></record></collection> |
| id | DE-604.BV043143565 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-10T07:18:47Z |
| institution | BVB |
| isbn | 0585202265 081447084X 9780585202266 9780814470848 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-028567756 |
| oclc_num | 44958594 |
| open_access_boolean | |
| owner | DE-1046 DE-1047 |
| owner_facet | DE-1046 DE-1047 |
| physical | 1 Online-Ressource (vii, 214 pages) |
| psigel | ZDB-4-EBA ZDB-4-EBA FAW_PDA_EBA |
| publishDate | 2000 |
| publishDateSearch | 2000 |
| publishDateSort | 2000 |
| publisher | AMACOM |
| record_format | marc |
| spelling | Zemke, Ron Verfasser aut Knock your socks off service recovery Ron Zemke, Chip R. Bell New York AMACOM ©2000 1 Online-Ressource (vii, 214 pages) txt rdacontent c rdamedia cr rdacarrier 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? Annotation BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations fast Customer services fast Wirtschaft Customer services Customer relations Reklamation (DE-588)4834499-0 gnd rswk-swf Servicepolitik (DE-588)4234502-9 gnd rswk-swf Reklamation (DE-588)4834499-0 s Servicepolitik (DE-588)4234502-9 s 1\p DE-604 Bell, Chip R. Sonstige oth http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109 Aggregator Volltext 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Zemke, Ron Knock your socks off service recovery BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations fast Customer services fast Wirtschaft Customer services Customer relations Reklamation (DE-588)4834499-0 gnd Servicepolitik (DE-588)4234502-9 gnd |
| subject_GND | (DE-588)4834499-0 (DE-588)4234502-9 |
| title | Knock your socks off service recovery |
| title_auth | Knock your socks off service recovery |
| title_exact_search | Knock your socks off service recovery |
| title_full | Knock your socks off service recovery Ron Zemke, Chip R. Bell |
| title_fullStr | Knock your socks off service recovery Ron Zemke, Chip R. Bell |
| title_full_unstemmed | Knock your socks off service recovery Ron Zemke, Chip R. Bell |
| title_short | Knock your socks off service recovery |
| title_sort | knock your socks off service recovery |
| topic | BUSINESS & ECONOMICS / Customer Relations bisacsh Customer relations fast Customer services fast Wirtschaft Customer services Customer relations Reklamation (DE-588)4834499-0 gnd Servicepolitik (DE-588)4234502-9 gnd |
| topic_facet | BUSINESS & ECONOMICS / Customer Relations Customer relations Customer services Wirtschaft Reklamation Servicepolitik |
| url | http://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=17109 |
| work_keys_str_mv | AT zemkeron knockyoursocksoffservicerecovery AT bellchipr knockyoursocksoffservicerecovery |