We love eBooks
    Download Uncommon Service: How to Win by Putting Customers at the Core of Your Business pdf, epub, ebook

    This site is safe

    You are at a security, SSL-enabled, site. All our eBooks sources are constantly verified.

    Uncommon Service: How to Win by Putting Customers at the Core of Your Business

    By Frances Frei

    What do you think about this eBook?

    About

    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 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.
    Download eBook Link updated in 2017
    Maybe you will be redirected to source's website
    Thank you and welcome to our newsletter list! Ops, you're already in our list.

    Related to this eBook

    Browse collections

    Keep connected to us

    Follow us on Social Media or subscribe to our newsletter to keep updated about eBooks world.

    Explore eBooks

    Browse all eBook collections

    Collections is the easy way to explore our eBook directory.