TY  - BOOK
AU  - Tschohl,John
TI  - Loyal for Life: How to take unhappy coustomers from hell to heaven in 60 seconds or less\ John Tschohl
SN  - 09636228
U1  - 658.812 T785 
CY  - Minnesota
PB  - Best Sellers Publishing, 2005
KW  - ADMINISTRACIÓN
KW  - MARKETING
N1  - I: What is service recovery?II: From hell to heavenIII: Service strategyIV: Word of mouth advertisingV: Training is criticalVI: EmprowermentVII: Kiss restrictive policies goodbyeVIII: Moving heaven and earthIX: Is the customer always right?X: Service recovery examplesXI: Service recovery policies and proceduresXII: Worksheet for your firm
ER  -