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 ZBK Books rated 5.0 out of 5 stars, ships from Woodland Park, NJ, UNITED STATES, published 2012 by Harvard Business Review Press.
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Used book in good and clean conditions. Pages and cover are intact. Limited notes marks and highlighting may be present. May show signs of normal shelf wear and bends on edges. Item may be missing CDs or access codes. May include library marks. Fast Shipping.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $1.35, good 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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The book has been read but is in good condition. It has very minimal damage to the cover including scuff marks but no holes or tears. The dust jacket for hard covers may not be included. The binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing minimal pencil underlining of text no highlighting of text and no writing in the margins. There are no missing pages. 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. $1.67, 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. $1.79, new condition, Sold by KuleliBooks rated 4.0 out of 5 stars, ships from Phoenix, AZ, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $1.86, good condition, Sold by Goodwill rated 4.0 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. $1.97, 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. $2.04, 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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Fair. The cover has visible markings and wear. The dust jacket shows normal wear and tear. The pages show normal wear and tear. There is a signature or handwriting on the inside front cover. Codes or product keys that accompany this product may not be valid. Fast Shipping in a Standard Poly Mailer!
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.
Add this copy of Uncommon Service: How to Win By to cart. $3.05, good condition, Sold by Blue Vase Books rated 5.0 out of 5 stars, ships from Interlochen, MI, UNITED STATES, published 2012 by Harvard Business Review Press.
Add this copy of Uncommon Service: How to Win By Putting Customers at to cart. $3.08, very good condition, Sold by Red's Corner rated 5.0 out of 5 stars, ships from Tucker, GA, UNITED STATES, published 2012 by Harvard Business Review Press.
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Very good. All orders ship by next business day! This is a used hardcover book. Pages have no markings and has some wear. Dust jacket is included and has wear and small tears. The cover/boards have wear. Some very slight water damage but very readable. For USED books, we cannot guarantee supplemental materials such as CDs, DVDs, access codes and other materials. We are a small company and very thankful for your business!
