| 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. |
