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Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Frances Frei
€ 31.99
€ 28.80
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Description for Uncommon Service: How to Win by Putting Customers at the Core of Your Business
Hardback. Offers a fresh approach for greater productivity, profitability, and competitive advantage through service. This title shows 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. Num Pages: 272 pages, Illustrations. BIC Classification: KJSU. Category: (G) General (US: Trade). Dimension: 233 x 163 x 25. Weight in Grams: 486.
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 ... Read more
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 ... Read more
Product Details
Publisher
Harvard Business Review Press United States
Number of pages
256
Format
Hardback
Publication date
2012
Condition
New
Weight
491g
Number of Pages
272
Place of Publication
, United States
ISBN
9781422133316
SKU
V9781422133316
Shipping Time
Usually ships in 4 to 8 working days
Ref
99-3
About Frances Frei
Frances Frei is UPS Foundation Professor of Service Management at Harvard Business School, where she developed the school's successful Managing Service Operations course. Anne Morriss is the Managing Director of the Concire Leadership Institute, a consulting firm that helps leaders to surface and remove performance barriers.
Reviews for Uncommon Service: How to Win by Putting Customers at the Core of Your Business
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...this might be the best book I've ever read on achieving service excellence.
Stan Phelps, CustomerThink (customerthink.com) This book is ... Read more
Stan Phelps, CustomerThink (customerthink.com) This book is ... Read more