Delivering Knock your Socks Off ServiceeBook - 1998
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.