Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei & Anne Morriss
Requirements: .ePUB, .MOBI/.AZW reader, 1.06 MB
Overview: 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.
Genre: Non-Fiction > General > Business > Management > Customer Service
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 excellence?
► What will your recruiting, selection, training, and job design practices look like?
► What about your organizational culture?
► How will you get your customers to behave?
► For example, what do you need to do to get them to treat your employees with respect?
► Do you need to make it easier for them to use new technology?
Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
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