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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
Inside the Mind of an Aggrieved Customer
Once you have a recovery system in place, you have to factor
in three important modifiers that govern the process from the
customer’s standpoint.
1. Customers have expectations for how effective service
recovery should happen. Of course, you cannot learn what the
customer expects unless and until you ask, which means so-
liciting complaints. There’s solid data on the value of that ori-
entation. Remember that only about one dissatisfied customer
in twenty-five complains. Yet complaining customers can ac-
tually become more loyal than customers who pronounce
themselves satisfied . . . if they’ve been listened to and re-
sponded to in a way that says you want them to come back
again, despite this momentary glitch. ...
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Publisher Resources

ISBN: 9780814473689