Service Recovery: Home

Is it hard to imagine delivering superior customer service with a confused or irate customer breathing down your neck? The authors not only show how to maintain grace under fire, but actually give suggestions for fielding tough-as-nails customer questions...with aplomb. Whatever the comment or situation may be, readers will discover how they can acquire finesse in negotiating win-win solutions, ace those questions that have no easy answers, and allow the customer to feel in control of the situation -- even when the customer is wrong. The best way to handle customer nightmares, say the authors, is to interpret the actual needs, wants, attitudes, and fears implicit in the questions -- not to fire off a snappy retort. With Knock Your Socks Off Answers, service providers will be able to do just that, and put those nightmares to rest.
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The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the first time, the secrets of this exemplary institution are revealed. In Disney U, Doug Lipp examines how Van perpetuated Walt Disney's timeless company values and leadership lessons, creating a training and development dynasty. It contains never-before-told stories from numerous Disney legends. These pioneers share behind-the-scenes success stories of how they helped bring Walt Disney's dream to life.
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The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations
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