Knock Your Socks Off Service Recovery
portes grátis
Knock Your Socks Off Service Recovery
Bell, Chip; Zemke, Ron
HarperCollins Focus
05/2018
224
Mole
Inglês
9780814470848
15 a 20 dias
308
Descrição não disponível.
Section 1 Dollars and sense of service recovery: introduction - why recovery; recovery by the numbers; the feel of effective recovery; 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; philosophy of service recovery; six-step fox trot of supply; customer's recovery expectations; axioms of elegant recovery; recovery as a planned process. Section 3 Leading memorable recovery - the manager's imperative: introduction - manager as role model; train and coach; involve and empower; recognise, reward and celebrate; support and inspire; creating strategic recovery. Section 4 Creating strategic recovery: introduction - superior recovery as a business advantage; Berry model and SMPL; cords; apology and atonement; crisis management - advanced recovery. section 5 The service recovery hip pocket toolbox: introduction - tools, tactics and techniques for success; customer from hell checklist; winning words and helpful phrases; when and how to say no; an ounce of prevention - phone relations; tips for retention; recovery from recovery; when and how to fire a customer; dealing with no-easy-answer complaints; retention model worksheet; recovery and the Internet.
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
2022;business;conflict;resolution;leadership;communication;strategy;creativity;negotiation;project;management;relationship;self;help;motivation;motivational;improvement;personal;development;social;economics;money;economy;woman;men;cold;calling;persuasion;sale;selling;system;great;recovery;nonfiction;phone;service;problem;effective;relation;coaching;freedom;customer;front;situation;self improvement books;self help books;self help;sales books;leadership books;motivational books;business books;sales;project management;motivational books for women;sales book;personal development books;relationships;management books;self development books;motivational books for men;economics books;conflict resolution;cold calling
Section 1 Dollars and sense of service recovery: introduction - why recovery; recovery by the numbers; the feel of effective recovery; 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; philosophy of service recovery; six-step fox trot of supply; customer's recovery expectations; axioms of elegant recovery; recovery as a planned process. Section 3 Leading memorable recovery - the manager's imperative: introduction - manager as role model; train and coach; involve and empower; recognise, reward and celebrate; support and inspire; creating strategic recovery. Section 4 Creating strategic recovery: introduction - superior recovery as a business advantage; Berry model and SMPL; cords; apology and atonement; crisis management - advanced recovery. section 5 The service recovery hip pocket toolbox: introduction - tools, tactics and techniques for success; customer from hell checklist; winning words and helpful phrases; when and how to say no; an ounce of prevention - phone relations; tips for retention; recovery from recovery; when and how to fire a customer; dealing with no-easy-answer complaints; retention model worksheet; recovery and the Internet.
Este título pertence ao(s) assunto(s) indicados(s). Para ver outros títulos clique no assunto desejado.
2022;business;conflict;resolution;leadership;communication;strategy;creativity;negotiation;project;management;relationship;self;help;motivation;motivational;improvement;personal;development;social;economics;money;economy;woman;men;cold;calling;persuasion;sale;selling;system;great;recovery;nonfiction;phone;service;problem;effective;relation;coaching;freedom;customer;front;situation;self improvement books;self help books;self help;sales books;leadership books;motivational books;business books;sales;project management;motivational books for women;sales book;personal development books;relationships;management books;self development books;motivational books for men;economics books;conflict resolution;cold calling
