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. $0.99, good condition, Sold by Goodwill rated 5.0 out of 5 stars, ships from Brooklyn Park, MN, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $1.08, fair condition, Sold by Good Books Will Follow rated 5.0 out of 5 stars, ships from Blue Springs, MO, UNITED STATES, published 2012 by Harvard Business Review Press.
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Fair. The book has obvious wear. It may have some damage to the cover but its integrity is intact. The binding may be slightly damaged but its integrity is still intact. There may be possible writing in the margins and underlining and highlighting of text but there are no missing pages or anything that would compromise the legibility or understanding of the text. See the seller's listing for full details and a description of any imperfections.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $1.16, good condition, Sold by Zoom Books Company rated 4.0 out of 5 stars, ships from Lynden, WA, UNITED STATES, published 2012 by Harvard Business Review Press.
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Book is in very good condition and may include minimal underlining highlighting. The book can also include From the library of labels. May not contain miscellaneous items toys dvds etc. We offer 100% money back guarantee and 24 7 customer service.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $1.35, good condition, Sold by Zoom Books East rated 5.0 out of 5 stars, ships from Glendale Heights, IL, UNITED STATES, published 2012 by Harvard Business Review Press.
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Book is in very good condition and may include minimal underlining highlighting. The book can also include From the library of labels. May not contain miscellaneous items toys dvds etc. We offer 100% money back guarantee and 24 7 customer service.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $1.40, good 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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Good. All pages and cover are intact. Dust jacket included if applicable though it may be missing on hardcover editions. Spine and cover may show minor signs of wear including scuff marks curls or bends to corners as well as cosmetic blemishes including stickers. Pages may contain limited notes or highlighting. From the library of labels may be present. Shrink wrap dust covers or boxed set packaging may be missing. Bundled media e.g. CDs DVDs access codes may not be included.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $1.46, fair condition, Sold by Evergreen Goodwill rated 5.0 out of 5 stars, ships from Seattle, WA, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $2.26, 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.
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Good. . All orders guaranteed and ship within 24 hours. Your purchase supports More Than Words, a nonprofit job training program for youth, empowering youth to take charge of their lives by taking charge of a business.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $2.39, very good condition, Sold by ThriftBooks-Reno rated 4.0 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. $2.39, very good condition, Sold by ThriftBooks-Dallas rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2012 by Harvard Business Review Press.
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