Delivering knock your socks off service [ebook] / Performance Research Associates ; artwork by John Bush, edited by Ann Thomas and Jill Applegate.
Featuring real-world examples, the book contains all-new chapters on using social media for communication and service recovery, owning service encounters, responding positively to negative feedback, and more.
TENNESSEE MUNICIPALITY E-BOOK ACCESS: Contact MTAS Research and Information Center for login information at mtaslibrary@tennessee.edu or call us at 865-974-0411.