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1422133311

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

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Product Description

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.

Product Specifications

Author
  • Frances Frei
  • Anne Morriss
Binding
Hardcover
Brand
Harvard Business School Press
EAN
9781422133316
EANList
  • 9781422133316
Edition
Edition Unstated
Feature
Harvard Business School Press
IsAdultProduct
ISBN
1422133311
IsEligibleForTradeIn
1
ItemDimensions
  • 950 hundredths-inches
  • 625 hundredths-inches
  • 106 Hundredths Pounds
  • 100 hundredths-inches
Label
Harvard Business Review Press
Languages
  • English, Published English, Original Language English, Unknown
Manufacturer
Harvard Business Review Press
MPN
33133212
NumberOfItems
1
NumberOfPages
272
PackageDimensions
  • 100 hundredths-inches
  • 1000 hundredths-inches
  • 110 Hundredths Pounds
  • 650 hundredths-inches
PackageQuantity
1
PartNumber
33133212
ProductGroup
Book
ProductTypeName
ABIS_BOOK
PublicationDate
2012-02-07
Publisher
Harvard Business Review Press
SKU
1422133311
Studio
Harvard Business Review Press
Title
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
thecustservtr-20
US