Book Description
"Customer Service" is not a lost art -- but it surely needs to be rediscovered. With all the books that have been written on the subject, it is surprising how little solid insight has been really offered. That is why Unleashing Excellence stands out from the crowd. Without fluff and puffery, customer service experts Dennis Snow and Teri Yanovitch give a no-nonsense, highly readable, easy-to-understand guide that will encourage readers to take a serious look at their own efforts and make the important changes necessary to create the ultimate customer service for their businesses. By examining some of the world's best customer service organizations, readers will be provided with the keys to implementing programs and changing behaviors that can spell success. As Aritotle said, "We are what we do repeatedly, therefore, excellence is not an act, but a habit." Unleashing Excellence will help determined readers to make excellent service a habit.
Customer Reviews:
This is a standout book!.......2006-09-14
As the title Unleashing Excellence suggests, this book is directed at senior executives. It starts with the premise that customer service is a corporate strategy (just as technical competence is) and needs to be cultivated from the top.
Companies that build customer service as a vital part of their business model also build customer loyalty and strengthen their bottom lines. Those that don't, end up limiting their potential in the marketplace. The first chapter develops a framework to understand the essential ingredients of customer service, and the second chapter outlines the rest of the book. The remaining chapters focus on making customer service part of the "corporate DNA."
These remaining chapters go through the steps of institutionalizing customer service as part of corporate strategy. Topics range from setting up a service improvement team, and also setting service philosophy and standards, communication, training, measuring program effectiveness, recognition, and accountability.
The clean layout without footnotes, endnotes or a bibliography is clearly aimed not at the academician but at the practitioner. The fluid writing style makes the book easy to read.
The numerous anecdotes from a wide variety of settings peppered throughout the text help bring the concepts to life. The ideas and thought-provoking discussions in the chapters are supplemented with shaded call-out boxes, Action Steps, and Pitfalls to Avoid. The book's concluding chapter presents nine leadership actions to help readers strengthen customer service delivery.
While reading this book is the first step, the authors' intent is for readers to implement their ideas and suggestions. To evaluate "success" by this criterion, I need to ask if I would now implement the ideas and suggestions presented. In all honesty, I would not implement all the suggestion presented. However, I will consider all the overarching ideas presented and strive to make improvements where needed, within the context of my organizational culture. In this sense, I have bought into the authors' intent of writing this book.
This customer service book stands out as it sharply focuses on the nuts and bolts of implementing customer service company wide and truly making it part of corporate strategy.
Armchair Interviews says: Customer service--what a unique concept!
Effective Guide for Executives and Managers.......2003-11-01
Customer service is similar to Motherhood and Apple Pie. Organizations that deliver outstanding customer service as an integral part of their business operation build customer loyalty and bottom line strength. Those that don't...well, we all know that bad customer service can destroy a company, or at least severely limit its potential.
This knowledge is legendary. Techniques for delivering good customer service are well-known. This is not brain surgery. Why another book on the ubiquitous topic?
First, note the title. The book title doesn't talk about Excellent Customer Service or You Will Be Fired if You Aren't Nice to Our Customers. The Unleashing Excellence title-and theme of the book-is directed toward senior executives. Customer service is a corporate strategy that needs to be led from the top. This book needs to be read by senior executives that allege that they don't have time to read it. The downside of mediocre customer service can be career-limiting to executives who don't pay attention to this critical component of their company's business.
The authors, both formerly part of the Walt Disney leadership development programs, are now in private practice. They are active consultants-to a wide range of employers-on customer service issues. In their work, they apply what they learned at Disney and other employment experiences to deliver an executive-targeted message. Toward this end, the book is easy to read, includes shaded call-out boxes, Action Steps and Pitfalls to Avoid at the end of each chapter. The book's concluding chapter presents nine leadership actions to guide readers in strengthening their customer service delivery. A comprehensive index makes the book even more reader-friendly.
Readers will benefit from a continual flow of best practice stories from many employment settings. Many of the examples of good work come from the authors' clients. These illustrations serve to enhance and illuminate the content to bring the traditional concepts to life in ways that leaders can read the book and initiate appropriate actions for individual and organizational improvement. Several sections of the book stand out in my mind, but all chapters are filled with ideas, thought-provoking discussions, and anecdotes to bring the concepts to life.
Yes (sigh), this is ANOTHER customer service book. Do we need more books on this topic? Some of us are beginning to feel overstuffed with this topic---like the bloated feeling we get after a huge Thanksgiving dinner. Thankfully, this book serves a specific purpose of providing how-to advice and insights for executives and managers to consider and implement. Use it as a tool to stimulate customer service conversations in your organization as you inspire increasingly high attention to incredible customer service as a part of your corporate DNA.
Required Reading for Customer Service Providers/Professional.......2003-09-30
What a great book! A practical and quick read that should be mandatory for everyone that works in the customer service arena. The sections are divided in such a way that you can immediately put in place the ideas presented. A perfect book for anyone working with Customers, CEO's, a gift for your boss or the Customer Service Consultant. It's a "must read and pass-on" book.
Average customer rating:
|
The Complete Customer Service Model Letter and Memo Book
Michael Ramundo
Manufacturer: Simon & Schuster
ProductGroup: Book
Binding: Hardcover
 Communications
| Skills
| Business & Investing
| Subjects
| Books
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
Writing
| Reference
| Subjects
| Books
| Academic & Commercial
| Business
| Children's Literature
| Editing
| Fiction
| General
| Genre Fiction
| Journalism
| Newspapers & Magazines
| Nonfiction
| Play & Scriptwriting
| Poetry
| Technical
| Travel
| Writing Skills
Look Inside Business Books
| Trip
| Specialty Stores
| Books
Look Inside Reference Books
| Trip
| Specialty Stores
| Books
ASIN: 0133358038 |
Book Description
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. The Call Center Handbook is a complete guide to starting, running, and im
Establish and operate an efficient call center with this authoritative guide that covers everything from choosing the best site and buying the right equipment to managing agents, monitoring productivity, and enhancing customer relationships.
Customer Reviews:
A Classroom In A Book.......2006-05-29
The way Keith Dawson handles the materials is well-written and concise. He does not waste much time going into more than just a couple real-world applications for the technologies he is explaining, but he does set your mind spinning about how they can be used to suit your needs. The information on VoIP and IP Telephony are a little dated and an updated edition would obviously expand a lot on those technologies (which were just emerging when the book was written but have become very popular in the industry now). Not only does he discuss what technologies are available (like AVR, IP-PBX, Recording, Call Queuing, etc.), he goes into a brief discription of the more traditional PBX system, if only to point out their flaws compared to today's newer technology but not failing to point out their merits as well. A good book for someone who is just beginning to integrate themselves in the field and the tech.
THE CALL CENTER: SELF-SERVICE OR SELF DELUSION?.......2005-07-31
Chances are that you already have this book in your IT library. But, you probably don't have the 5th edition of the book. Author Keith Dawson has done an outstanding job of presenting the complete guide to starting, running and improving your call center.
Dawson begins by showing you his Six-Stage Model of Call Center Development, which is has to do with the way the call center interacts with the rest of the company. Next, the author discusses how you are going to have to find a place or location for your call center. Then, he covers some of the important factors that go into a call center successful design. Dawson next discusses how you have to be very careful in choosing the toll free and long distance services for your call center, because they will be very expensive. Next, the author also covers the automatic call distributor, which routes calls and manages information with respect to those calls. Then, he examines predictive dialing systems, which automate the entire outdialing process, with the computer choosing the person to be called and dialing the number. In addition, Dawson then examines the pros and cons of computer telephone integration. Next, the author looks at interactive voice response, which always captures information in an accurate manner. Then, he researches speech recognition system technology as an autoselector tool for the call center. Dawson continues on by exploring the Web as a tool to automate all of the call center functions without human interaction. Next, the author discusses some of the interesting new tools available, including CRM and the new theories of multichannel access for customer contact. Then, he gives some very serious thought about putting a video in your call center. Dawson then discusses that the best way to route a call to the agent most capable of handling that specific call, is routing based on an agent's skill or combination of skills, like language, training, experience, or any mix of those and other factors. Then, the author explains the importance of customer relationship management (CRM). Next, he shows you why order processing systems give you power over your inventory and pricing. Dawson next reminds you why display boards and readerboards are a stable versatile technology, and an inexpensive way to quickly improve call center performance. The author also explains why headsets are a key ingredient in every call center. Next, he discusses the on-hold messaging queue. Dawson also explains the importance of workforce management software, and how it is the art and science of having the right number of agents at the right times, in their seats, to answer an accurately forecasted volume of incoming calls at the service level you desire. Then, the author continues on by explaining why monitoring is a critical part of the process of teaching anew rep how to deal with customers, how to handle difficult situations, even simply how to follow a script and read a screen full of complex information. Finally, he goes into how to make call center careers meaningful.
With the preceding in mind, the author has done an excellent job of making you, the reader, understand the value of surefire ways to motivate your reps; realize the value on the front line; outsourcing; disaster and contingency planning; and, telecommuting agents. At the end of the day, you'll know whether the call center is self-service or self-delusion.
you don't learn anything.......2002-04-25
Buy it only if you are a beginner.
Illuminating Read!.......2001-08-30
This is a definite Must Read for any Call Center professional! All those questions about what system/technology does what and how are answered in one fact-based publication. If you want to avoid the headache of time-consuming hunts through web-sites and talking with marketing reps to learn which product works best for your company, this book is for you. If you are looking for a bubble-gum view of call center management, don't read this book because you just might learn the truth! By the way, get a Call Center Magazine subscription to continue the information flow started by reading this book.
A good general guide.......2000-11-28
This is a good book to people who want to have an overview at a glance about call centers features and problems. But, according to new economy habits, it is not a technological issue. So, if many points are discussed, such as human resources, real estate, organisation, hardware and products, none of them is focused in a detailed way. It is surely a very good introduction to people starting a new job in call centers environments, but do not expect too much by readin it.
Book Description
Today's support operations face greater responsibilities than the help desks of the 1990s. That's because customers expect 24x7 assistance on whatever channel they choose - no matter what type of products and/or services they buy. The Complete Guide t
The Complete Guide to Customer Support shows you how to maintain a quality staff, choose the technology that's right for your business, mesh multiple types of support, evaluate your operation, and more.
Average customer rating:
- The Complete Guide to Hospitality Service
|
Serve 'Em Right: The Complete Guide to Hospitality Service
Ed Solomon , and
Shelley Prueter
Manufacturer: OakHill Press
ProductGroup: Book
Binding: Paperback
General
| Job Hunting & Careers
| Business & Investing
| Subjects
| Books
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
Hospitality, Travel & Tourism
| Industries & Professions
| Business & Investing
| Subjects
| Books
General
| Cooking, Food & Wine
| Subjects
| Books
Professional
| Professional Cooking
| Cooking, Food & Wine
| Subjects
| Books
Reference
| Cooking, Food & Wine
| Subjects
| Books
Food & Lodging
| Reference & Tips
| Travel
| Subjects
| Books
| Bed & Breakfast
| Dining
| Hotels & Inns
| Parks & Campgrounds
Look Inside Business Books
| Trip
| Specialty Stores
| Books
Look Inside Cookbooks
| Trip
| Specialty Stores
| Books
Look Inside Reference Books
| Trip
| Specialty Stores
| Books
Look Inside Travel Books
| Trip
| Specialty Stores
| Books
ASIN: 1886939136 |
Book Description
The bible of a growing restaurant industry. The only book on the market that teaches HOW TO PERFORM PROFESSIONALLY, STEP BY STEP. Ideal for operators of culinary, hospitality schools. Hotels and restaurants can hire and train easily and quickly with consistency. They call it "clear, concise,intelligent." People don't come back to sloppy service. If a person wants to be a sales/service professional this book will make him/her a lot of money !
Customer Reviews:
The Complete Guide to Hospitality Service.......2002-10-13
This book is a must have for anyone that wants to run an effective and professional business. Mr Solomon was one of the smartest business personal that I have ever known and he has the experience to lead any business owner to an outstanding reputation and profit. Read this and learn from it.
Book Description
Now there's a book for every help desk and support/call center that needs to answer customer questions and solve technical problems. This book helps you predict call volume, reduce turnover (and costs) and choose the right tools for automating. It's packe
Simply defined, a help desk is were customers and clients turn to for answers to questions and solutions to problems. This book will help you create the world's best help desk for technical support. It covers help desk software, equipment, staffing, Internet help services, and future trends.
Customer Reviews:
Better choices available.......2003-03-21
PROS:
1. Good source for someone looking to buy a call tracking system.
2. Good coverage of telecommuting and internet support.
3. Nice case-studies and quotes.
CONS:
1. Infomercial is my first impression. Hyped is my second.
2. The "mother of all guides" lists only 43 sources.
3. Many critical Help Desk topics are not covered at all.
Mary Lenz is well known to many of us because of her writing and editing for Call Center magazine. I'm sad to report that much of the style of that publication made its way into this book, leaving me with the feeling I was reading an infomercial pretty much from start to finish. There is certainly some good information between the covers, but it's a bit oversold.
Two inconsistencies struck me in this book. First, exaggeration: "Mary is the world's leading expert on Help Desks." Really?! I haven't even heard Bill Rose, Ron Muns or Mikael Blaisdell make such a brazen claim. I would change the title to "Selecting a Call Tracking System" since the book clearly is much less complete than any of several recent help desk books. Even the main element of the book, it's listing of vendors, "the mother of all guides," only contains 43 companies. Microsoft's sourcebook lists over 100 solutions. This left my cynical little mind wondering if the listings had anything to do with advertising dollars. Second, the book has far too many editing errors in it. What an embarrassment given that Lenz is an editor by profession. In short, this all left me with the dissatisfied feeling that Lenz had more to offer. On to the good stuff!
The book offers some of the best material available (inexpensively) on selecting a call tracking system for your support center. This kind of information (RFP's, solution briefs, advice on buying a system) is commonly request on the HDESK-L listserv. While there are many on-line sources for this kind of information, Lenz's book is a nice contribution in this area. It also ensures rapid obsolescence as the market changes.
Lenz's book has a strong section on telecommuting for support staff--an area ignored or weakly covered in other support books. There are also a few paragraphs on internet-based support (definitely a hot topic these days). Finally, there are many nice quotations from industry leaders and (mostly) vendors. While this is a strength of the book, it exacerbates the (possibly incorrect) perception that Lenz is an editor, not an authority in her own right.
Too Little Substance too many vendor lists.......2002-08-18
Looking for a "complete" guide to helpdesks, I was disappointed to read this book and find not a lot of substance. I picked up this book at a call center trade show for a low price. It was not even worth the [dollar amount] that I paid for it.
If you subscribe to Call Center Magazine or some other Call center publication, you will be able to research the various vendors yourself.
Don't spend your money on this book
Hardly Complete.......2001-05-20
The title is a bit deceptive - this book serves best as a primer for those who have little or no prior knowledge of help desks. Those familiar with the topic will quickly move through the book and discover that the better half is devoted to synopsii of help desk applications. And while that information is useful, much of it is readily available on the Internet.
For those researching help desks for the sake of a technical writing project or for managers looking for information to improve an existing help desk, this book will likely fall short of the mark.
The writer's style is encouraging and you do sense that she knows much more than the book contains. And the pages that deal with workplace ergonomics were nice, although they didn't seem alltogether pertitent to the main theme.
Not a bad book, but hardly "complete."
Excellent Book.......2000-04-05
I would recommend this book to any IT Professional or end user. There are many Information Technology books out there on the market today but this one is top notch! Thanks and I look foward to reading more!
Average customer rating:
|
Designing the Best Call Center for Your Business: A Complete Guide for Location, Services, Staffing, and Outsourcing (CMP Books)
Brendan B. Read
Manufacturer: CMP Books
ProductGroup: Book
Binding: Paperback
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
Management & Leadership
| Business & Investing
| Subjects
| Books
| Business Ethics
| Consolidation & Merger
| Decision-Making & Problem Solving
| Distribution & Warehouse Management
| Industrial
| Information Management
| Leadership
| Management
| Management Science
| Motivational
| Negotiating
| Operations Research
| Planning & Forecasting
| Pricing
| Production & Operations
| Project Management
| Quality Control
| Risk Assessment
| Statistics
| Strategy & Competition
| Systems & Planning
| Systems Analysis
| Teams
| Total Quality Management
| Training
Multilevel
| Marketing
| Marketing & Sales
| Business & Investing
| Subjects
| Books
Telemarketing
| Marketing
| Marketing & Sales
| Business & Investing
| Subjects
| Books
General
| Sales & Selling
| Marketing & Sales
| Business & Investing
| Subjects
| Books
General
| Education
| Nonfiction
| Subjects
| Books
Transportation
| Nonfiction
| Subjects
| Books
| Aviation
| Economics
| Ferries
| General
| Mass Transit
| Policy
| RVs
| Railroads
| Reference
| Research
| Ships
General
| Telecommunications
| Engineering
| Professional & Technical
| Subjects
| Books
General
| Education
| Professional & Technical
| Subjects
| Books
Similar Items:
-
The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook)
ASIN: 1578200636 |
Book Description
"Designing the Best Call Center for your Business" examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design, site selection, including communications and power backups, finding the right property and staff recruiting, training and retention. It covers domestic and international call centers and those that handle online as well as voice interactions. In addition, the book looks at technology-only, outsourcing and teleworking call center alternatives and call demand managing adjuncts.
The book also explores what functions and value call centers can offer businesses, including outbound and inbound sales and customer service and help desk. It examines and suggests how to cope with hot issues that could affect the center such as the CRM trend and growing customer hostility to outbound cold-calling and unsolicited e-mail.
Customer Reviews:
satisfactory book.......2001-03-29
This book describes the feasibility and the staffing issues well. The outsoucing concepts are also well defined and can act as good guidelines.
Book Description
You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide to Great Customer Service teaches you how to create the "Service Difference"--service that genuinely pleases your customers and sets your organization apart from the pack. In this Complete Idiot's Guide you get:
Customer Reviews:
Complete Idiot's Guide, Great Customer Service by Ron Karr.......2000-05-23
The Complete Idiot's Guide to Great Customer Service, like other books of the Idiot's series is easy to grasp and extremely helpful for start-up companies. It is also a good read for customer support staff, who work at traditional call centers or just receive emails through a network. This book shows you how to better your buisness with improved Customer Service.
Book Description
The language of the call center comes from many fields including telecommunications, engineering, and computer programming. The Call Center Dictionary not only explains what a particular technology is, but also how it can help improve relationships with customers.
Customer Reviews:
OK Reference for a Basic Orientation to Call Center Jargon.......2001-07-04
First, what this book is NOT: it is neither exhaustive nor in-depth. (The fact that the book is only 277 trade-size pages should suggest this.) It is also not particularly helpful to the complete new-comer to the call center environment, especially not Customer Service Representatives. But then it doesn't really claim to do all that. It is written more for, say, people in the finance or human resources department who want to learn a little about what the techno-geeks in systems delivery are talking about. Or for new MIS analysts who may have come from some other performance measurement background, but who haven't grasped all the call center jargon yet. And also for the call center managers who know THEIR job, but who are baffled when they try to talk to anyone in marketing about how the center operates.
So, on to what it IS: this is a dictionary, so you are presumed to have some knowledge of the language to begin with. And the authors try to offer some breadth of the available technology without being too proprietary. The entries concerning CTI (computer-telephone integration) and web-enabled technology are a little sparse, but the core concepts (regarding Automated Call Distribution) are relatively reliable. The typos can be off-putting, but maybe they'll get that improved in the 3rd edition.
I wouldn't rely on this book alone as my "Complete Guide" to call center operations (I hope the title was the product of an over-active marketer rather than the authors' choice), but is is a HELPFUL guide. If you are looking for detailed material, pull out your user manuals and read the README.TXT files that come with your applications. If you are looking for a general overview of the terrain, this book is a good tool to have at your disposal. If you leave it at your desk, you may be surprised at the number of people who ask to borrow it.
A very useful reference.......2000-11-28
At the moment, I do not know a long-term course training call center resources specialist, and people doing this job usually come from other field. The book is full of useful hints to help people with a good, but general, background in connecting it to the reality of call centers and every day activities in CRM. As usual for this kind of books, it is not a detailed reference, but I found in it satisfying answers to many doubts arised about the correct use of words and acronyms.
It's a start.......2000-09-16
Aside from the spelling and grammatical errors, I found this book extremely helpful in getting me past the clutter of acronyms that are so prevalent in the telecom field. Unfortunately, this is also one of the very few books that is willing to define most of the terms for you. In that regard, I think that this is a great book that serves its purpose. Although I would really like to see a more updated version.
Another Dawson Grammatical Error Filled Book.......2000-08-28
I have been a senior analyst in call centers for years and am not very impressed with the amount of thought that went into this book. Dawson / Bodine define terms, but they do not give examples. In today's call centers, I am uncovering numerous mistakes being made by management and reporting analysts in their understanding of what elements are important to better running a call center. Example: This book should have given examples of how Average Speed of Answer (ASA) is calculated, then explained that taking a straight average does not give you a true picture of the call center's performance. What are key measures to a call center success? I too read this book and found myself scratching my head. If this is the quality of book coming out in the future, I think I will stop reading.
Keep in mind that Dawson is (or was) an editor of a call center magazine. I have now purchased 3 books by Dawson and I am getting turned off. The amount of spelling errors and grammar mistakes in all his publications is overwhelming.
Another Dawson Grammatical Error Filled Book.......2000-08-28
I have been a senior analyst in call centers for years and am not very impressed with the amount of thought that went into this book. Dawson / Bodine define terms, but they do not give examples. In today's call centers, I am uncovering numerous mistakes being made by management and reporting analysts in their understanding of what elements are important to better running a call center. Example: This book should have given examples of how Average Speed of Answer (ASA) is calculated, then explained that taking a straight average does not give you a true picture of the call center's performance. What are key measures to a call center success? I too read this book and found myself scratching my head. If this is the quality of book coming out in the future, I think I will stop reading.
Keep in mind that Dawson is (or was) an editor of a call center magazine. I have now purchased 3 books by Dawson and I am getting turned off. The amount of spelling errors and grammar mistakes in all his publications is overwhelming.
Book Description
Your company is in your customer's hands.
Essential reading that offers business managers a strategic plan to attract new customers and secure the business of existing ones. Readers will learn important ways of achieving customer loyalty, from developing a customer-driven culture and establishing customer trust to incorporating loyalty initiatives and responding to customer complaints.
• Loyalty program membership exceeded a rate of 30% between 2000 and 2003
• The top 20% of a company's customers account for 80% of sales
• Top customers spend 50 times more than casual customers
• Frequent flier/shopper programs are more popular than ever
Customer Reviews:
Reading will give you many usable ideas!.......2005-08-24
Sometimes, a fine book gets mislabeled with an inappropriate
title . . . that well might be the case with THE COMPLETE
IDIOT'S GUIDE TO WINNING CUSTOMER LOYALTY by Murray Raphel, Neil Raphel and
Janis S. Raye.
I say that because the above is one that should be read by
just about anybody who has to deal with customers:
salespeople, educators, politicians, etc. . . . and you
shouldn't need to feel intimidated by that fact, nor have
the belief that you're an idiot.
Instead, open yourself up to idea that you can learn from
this marvelous trio of authors who also happen to be part
of the same family business . . . it will feel like you are
attending one of their informative seminars.
As such, be prepared to read with a pen or pencil in hand,
in that you'll most probably be like me and find yourself
jotting down countless notes about things you can immediately
use in your business or daily life . . . for example:
* Norm Thompson in Oregon has a famous guarantee. Their mail-order
company has trademarked their special guarantee, which they call their
"You Be the Judge" Guarantee. What that means is that you decide
if you are happy with their merchandise, and you are the sole judge
of when that time should be. Not 30, 60, 90 days or even a year. If you're
unhappy, at any time, just return the merchandise for a full refund
or exchange. Your choice.
* Don Gallegos tells a great story about catering to one of his best
customers. At the time, Don was president of King Soopers, a division
of the large supermarket company Kroger. King Soopers' big competitor
was Albertson's Supermarket.
One of Don's best customers told him that although he did most of his
grocery shopping at King Soopers, he preferred the taste of Albertson's
private label applesauce. Don knew what he had to do. He went right
over to Albertson's and bought a case of their applesauce.
Then Don brought the customer into his office. He said, "We'll always
have this applesauce in my office for you so you don't have to make
an extra trip to Albertson's."
"Oh, by the way," Don added, "The applesauce is cheaper here than at
Albertson's."
* Feargal Quinn's Superquinn supermarkets in Ireland have an interesting
way of rewarding customers. The issue customers, "Goof Points" for
pointing out mistakes the store makes (wrong pricing of items, broken
shopping carts and so on.)
Superquinn has figured out that rewarding customers for finding mistakes
empowers a whole new army of volunteer quality-control officers. This
program has the double benefit of rectifying mistakes and making sure
that people don't feel bad about pointing out flaws in the operation.
Books:
- Using Flash MX to Create e-Learning
- Venture Capital: The Definitive Guide for Entrepreneurs, Investors, and Practitioners
- Web ReDesign 2.0: Workflow that Works
- What Colleges Don't Tell You (And Other Parents Don't Want You to Know): 272 Secrets for Getting Your Kid into the Top Schools
- When Generations Collide: Who They Are. Why They Clash. How to Solve the Generational Puzzle at Work
- Who Moved My Cheese? An Amazing Way to Deal with Change in Your Work and in Your Life
- Why Employees Don't Do What They're Supposed To Do and What To Do About It
- Winning with Integrity: Getting What You're Worth Without Selling Your Soul
- Working With You is Killing Me: Freeing Yourself from Emotional Traps at Work
- Xeriscape Gardening: Water Conservation for the American Landscape
Books Index
Books Home
Recommended Books
- Prom Nights from Hell
- Listening for the Heartbeat of God: A Celtic Spirituality
- Die Physikalisch Chemischen Grundlagen Der Biologie Mit Einer Einfuhrung In Die Grundbegriffe Der Ho
- Discrete Dynamical Systems, Bifurcations and Chaos in Economics, Volume 204
- GO with Microsoft Office 2003 Brief Enhanced Edition
- International Business Transactions: A Problem-oriented Course
- Fun Nosework for Dogs
- The Horizon Book of Great Cathedrals,
- Chicago's Famous Buildings
- Draw Thumb Animals
BE OUR GUEST
What Customers Really Want: Bridging the Gap Between What Your Company Offers and What Your Clients Crave
The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation
The Big Book of Customer Service Training Games (Big Book)
