{"product_id":"9780814470848","title":"Knock Your Socks off Service Recovery","description":"    \u003cp\u003e \"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! \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eBut 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 come. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eBuilding 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: \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e• The economics of recovery--what it costs when you lose customers, and how little it can cost to win them back \u003c\/p\u003e\u003cp\u003e• The processes, policies, and technology a company must have to ensure an effective, real-time recovery system \u003c\/p\u003e\u003cp\u003e• The manager's role in sustaining an outstanding recovery system--through training, coaching, empowering, supporting, inspiring, and rewarding great service providers.\" \u003c\/p\u003e\u003cp\u003e  \u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47026506694896,"sku":"9780814470848","price":17.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814470848_p0.jpg?v=1763745520","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814470848","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}