Uncommon Service: How to Win by Putting Customers at the Core of Your Business
| Author | : | |
| Rating | : | 4.67 (543 Votes) |
| Asin | : | 1422133311 |
| Format Type | : | paperback |
| Number of Pages | : | 272 Pages |
| Publish Date | : | 2017-11-10 |
| Language | : | English |
DESCRIPTION:
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: How do customers define excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price? How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? How will you empower your employees to deliver
Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get biggerthis might be the best book I’ve ever read on achieving service excellence.” Stan Phelps, CustomerThink (customerthink)This book is a practical guide for leaders who want to use service to strategically differentiate their companies from the competition.” Jeff Toister, CustomerThink (customerthink)Anne Morriss and Harvard Business School Professor Frances Frei make the counterintuitive, but compelling argument that true success for service businesses requires that you give up on being perfect; that you make some tradeoffs.” Business Insider (businessinsider)Morriss and Frei have a powerful and surprising answer&rdq
"Uncommonly Excellent" according to Stanley G. Phelps. The book was uncommonly excellent. Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get bigger. Points are illustrated through a number of case studies from the familiar likes of Southwest and Zappos to the more obscure Bugs Burger Bug Killers, Ochsner Health System and LSQ Funding Group.Key Takeaway #1 – The book’s boldest. "Uncommon book" according to Jonathan Enrique. In Peru is difficult to talk about service, and besides that the best companies excel on uncommon service, I think service is an act of faith and the word faith is not present on the book, we serve believing that the seed will growth, not for all companies this works but the companies with most faith will excel, excellent book!. "Valuable Read" according to Michael J. A clear explanation in the necessity of service and respect. Whether towards associates or guests, this book uses great research and examples of how to improve your business.