Based on the popular, breezy approach of the qKnock Your Socks Off Serviceq series, the authors provide managers with an upbeat primer on creating a first-class recovery system--showing what it costs to lose customers and how little it can cost to win them back. Illustrations.If customers are accessing the service frequently, there might be problems with your advertising, marketing, product user manuals, packaging, or the like. ... At Dell Computer, support technicians answer most customer e-mails within 4 hours .
|Title||:||Knock Your Socks Off Service Recovery|
|Author||:||Ron Zemke, Terry R. Bacon, David George Pugh, Chip R. Bell|
|Publisher||:||AMACOM Div American Mgmt Assn - 2000|