Winning behavior
Subtitle: what the smartest, most successful companies do differently
By: Terry R. Bacon and David G. Pugh.
Contributors: Pugh, David G. 1944-
Publisher: Amacom
Published: 2003
Place of publication: New York
Language: eng
Number of pages: 352
ISBN-13: 9780814471630; 9780814470848
Subjects: Organizational behavior.; Organizational effectiveness.; Comportement organisationnel.; Efficacité organisationnelle.
Description: "Even with great service, there's an occasional slip-up. A product breaks ... a reservation is lost ... the soup is cold. Saying "Oops, sorry!" jut doesn't cut it. Without top-notch service recovery, you lose the customers you worked so hard to acquire."

"This handbook is your game plan for a fail-safe service recovery operation. With the frontline savvy and cheerful good humor that marks the entire Knock Your Socks Off Service series, customer service gurus Ron Zemke and Chip R. Bell shows you how to convince your boss that a good service recovery system more than pays for itself; set up policies, processes, and technologies for problem resolution; train service reps and other front-liners to deal successfully with real-time upset customers; analyze problems to stop them from happening again; turn mad-as-hell customers into your most loyal advocates; lead and sustain your organization's recovery efforts."--Jacket.
Table of contents: title: Chapter 1: The final frontier; title: Chapter 2: We will assimilate you; title: Chapter 3: You are how you behave; title: Chapter 4: The four ways to create behavioral differentiation; title: Chapter 5: The gold standards in behavioral differentiation; title: Chapter 6: Random acts of kindness; title: Chapter 7: Exceptional values; title: Chapter 8: Living the promise; title: Chapter 9: The engines that drive behavioral differentiation; title: Chapter 10: Why Southwest Airlines soars: B2C behavioral differentiation; title: Chapter 11: Searching for stars: B2B behavioral differentiation; title: Chapter 12: Creating and sustaining behavioral differentiation.