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 ...
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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 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.
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Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $8.97, fair condition, Sold by Goodwill of Colorado rated 5.0 out of 5 stars, ships from COLORADO SPRINGS, CO, UNITED STATES, published 2012 by Harvard Business Review Press.
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Fair. This item is in overall acceptable condition. Covers and dust jackets are intact but may have heavy wear including creases, bends, edge wear, curled corners or minor tears as well as stickers or sticker-residue. Pages are intact but may have minor curls, bends or moderate to considerable highlighting/ writing. Binding is intact; however, spine may have heavy wear. Digital codes may not be included and have not been tested to be redeemable and/or active. A well-read copy overall. Please note that all items are donated goods and are in used condition. Orders shipped Monday through Friday! Your purchase helps put people to work and learn life skills to reach their full potential. Orders shipped Monday through Friday. Your purchase helps put people to work and learn life skills to reach their full potential. Thank you!
Add this copy of Uncommon Service: How to Win By to cart. $9.04, fair condition, Sold by Goodwill of Greater Milwaukee rated 5.0 out of 5 stars, ships from Milwaukee, WI, UNITED STATES, published 2012 by Harvard Business Review Press.
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Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.26, very good condition, Sold by More Than Words rated 4.0 out of 5 stars, ships from Waltham, MA, UNITED STATES, published 2012 by Harvard Business Review Press.
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Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.26, good condition, Sold by More Than Words rated 4.0 out of 5 stars, ships from Waltham, MA, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.51, very good condition, Sold by ThriftBooks-Atlanta rated 5.0 out of 5 stars, ships from Austell, GA, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.51, very good condition, Sold by ThriftBooks-Dallas rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.51, very good condition, Sold by ThriftBooks-Baltimore rated 5.0 out of 5 stars, ships from Halethorpe, MD, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.51, good condition, Sold by ThriftBooks-Reno rated 5.0 out of 5 stars, ships from Reno, NV, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.51, good condition, Sold by ThriftBooks-Dallas rated 5.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $9.51, good condition, Sold by ThriftBooks-Baltimore rated 5.0 out of 5 stars, ships from Halethorpe, MD, UNITED STATES, published 2012 by Harvard Business Review Press.
