Delivering Knock Your Socks Off Service

by Kristin Anderson; Ron Zemke

3.500 KD

Very good · Collectible

The second edition of this bright and breezy service primer is completely updated and includes new information on e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem...

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Details

AuthorKristin Anderson; Ron Zemke

First published1998

Era1980–1999

PublisherAMACOM

LanguageEnglish

FormatPaperback

ConditionVery good

Reference2115420-very-good

The Story

The second edition of this bright and breezy service primer is completely updated and includes new information on e-mail, telephone tact, voice mail, chronic complainers, service recovery, problem solving, and managing the 'customer from hell.' Using anecdotes, cartoons, and checklists, the book makes its point.