||1 of 1 people found the following review helpful.| Excellent book on customer service|By Nancy Enos|This book was delivered quickly, and I was fortunate to purchase a used copy at a reasonable price. It's one that definitely should be on my business book shelf.|12 of 13 people found the following review helpful.| Ron Zemke does it again...|By Amanda|I have been in the hotel bu|About the Author| | "Ron Zemke (Minneapolis, MN) is president of Performance Research Associates and author or coauthor of 25 books, including the best-selling Knock Your Socks Off Service series, Generations at Work (AMACOM 0-8144-0
Cancelled flights, damaged goods, botched bills, locked-up software--these are the service screw-ups that leave customers angry, disgusted...and determined to never buy from you again!
But these mad-as-hell customers can be wooed back through skillful, planned ""service recovery."" And, surprisingly, customers who experience world-class Knock Your Socks Off service recovery become your most loyal customers--and are a source of continuing business for years to...
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