An edition of Service excellence is as easy as pie (perception is everything)
(2014)
Service excellence is as easy as pie (perception is everything)
by Liz Jazwiec
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Customer services, Service industriesShowing 1 featured edition. View all 1 editions?
| Edition | Availability |
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1
Service excellence is as easy as pie (perception is everything)
2014, Fire Starter
in English
1622180011 9781622180011
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Table of Contents
Understanding perception: the "quality vs. service" controversy --
Improving perception: stories from the front lines --
Myths about perception improvement (and a few excuses, too) --
SAY WHAT?!? Make your words work --
Tell the Truth ... with a little cushion (The art of expectations management) --
"Yeah, we know it stinks!" : how to win them over by acknowledging inconvenience --
Service recovery (or, what to do when "Oops" won't cut it) --
WOW Vs. WHOA (Or should it be "WOE"?) --
The WOW! factor(or, the power of getting personal) --
Spin your wins: Tell 'em what you're doing right.
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| March 17, 2022 | Created by ImportBot | import new book |