Uncommon Service : How to Win by Putting Customers at the Core of Your Business
ISBN: 9781422133316 | 1422133311
Format: HardcoverPublisher: Perseus Distribution Services
Pub. Date: 2/7/2012
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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 ... MORE
| Acknowledgments | p. ix |
| Introduction If This is a Service Economy, Why am I Still on Hold? | p. 1 |
| Truth Number 1: You Can't be Good at Everything | p. 13 |
| Truth Number 2: Someone has to Pay for it | p. 55 |
| Truth Number 3: It's Not your Employees' Fault | p. 87 |
| Truth Number 4: You Must Manage your Customers | p. 119 |
| Now Multiply it all by Culture | p. 157 |
| Getting Bigger | ... MOREp. 187 |
| Conclusion | p. 223 |
| Notes | p. 227 |
| Index | p. 233 |
| About the Authors | p. 245 |
| Table of Contents provided by Ingram. All Rights Reserved. |
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