Beschreibung Uncommon Service: How to Win by Putting Customers at the Core of Your Business. 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.
Uncommon Service: How to Win by Putting Customers at the ~ Uncommon Service: How to Win by Putting Customers at the Core of Your Business / Frei, Frances, Morriss, Anne / ISBN: 9781422133316 / Kostenloser Versand für alle Bücher mit Versand und Verkauf duch .
Uncommon Service: How to Win by Putting Customers at the ~ 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 .
Uncommon Service: How to Win by Putting Customers at the ~ 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 .
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Uncommon Service How To Win By Putting Customers At The ~ Win by Putting Customers at the Core of Your Business Uncommon Service: How to Win by Putting Customers at the . 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 .
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Uncommon service : Frances Frei : Free Download, Borrow ~ Uncommon service by Frances Frei. Publication date 2012 Topics Customer services, Service industries, Management, Customer relations Publisher Harvard Business Review Press Collection inlibrary; printdisabled; internetarchivebooks; china Digitizing sponsor Internet Archive Contributor Internet Archive Language English. Access-restricted-item true Addeddate 2012-08-28 16:06:01 Bookplateleaf .
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Uncommon Service: How to Win by Putting Customers at the ~ Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei,‎ Anne Morriss Language: English / 2012 / ISBN: 1422133311 / 272 pages / EPUB / 3,5 MB. 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 .
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