The Arthur Andersen Guide to Talking with Your Constumers: What They Will Tell You about Your Business When You Ask the Right Questions [Paperback]

Michael Wing (Author), Arthur Andersen (Author)

Book Description

Publication Date: May 1997

Smart business owners and managers beat the competition by surveying customers and tailoring their businesses to serve their clients' needs, wants, and expectations. The Arthur Andersen Guide to Talking with Your Customers provides the action plans necessary to start an ongoing customer satisfaction program, complete with checklists, flowcharts, questionnaires, and worksheets.

Editorial Reviews

From Booklist

Books about customer service stress the need for companies to have regular and ongoing interaction with their customers, but those books usually offer no specific information on how to get, evaluate, and respond to customer feedback. Wing, however, does exactly that. He provides checklists, flowcharts, sample surveys, letters, self-assessments, and various work sheets to help measure customer expectations, needs, and satisfaction; and he explains how to evaluate the information those tools help compile. He also makes clear that all employees--from frontline workers to top management--share in the responsibility to "[talk] with your customers." Wing is now a senior manager with Arthur Andersen's business consulting practice, but he also has experience running four different companies. His book provides invaluable guidance for any organization concerned about improving customer service. It is essentially the same book as one Wing published in 1993, but it now has Andersen's imprimatur and an additional 10-page chapter on using the Internet to help gauge customer response and satisfaction. David Rouse

Product Details

• Paperback: 240 pages
• Publisher: Dearborn Financial Publishing; Rev Sub edition (May 1997)
• Language: English
• ISBN-10: 1574100750
• ISBN-13: 978-1574100754
• Product Dimensions: 10.9 x 8.5 x 0.6 inches
• Shipping Weight: 1 pounds
• Average Customer Review: 2.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #3,137,114 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

13 of 15 people found the following review helpful:

1.0 out of 5 stars Not GOOD!, October 12, 1998

By A Customer

This review is from: The Arthur Andersen Guide to Talking with Your Constumers: What They Will Tell You about Your Business When You Ask the Right Questions (Paperback)

Please tell me something new! "Customers are important" is a cliche we all know. Needless to say, all this book essentially does is repeat the obvious and adds little to one's ability to effectively compete for clients. I was surprised as to the generic nature of the advice. To get customers, you cannot rely on a business consultant's slogans.

Yeap, "Customers are important". Try NOT to be a customer for this unimaginative, bland and mind-numbing product.

9 of 11 people found the following review helpful:

1.0 out of 5 stars A complete disappointment, October 26, 1998

By A Customer

This review is from: The Arthur Andersen Guide to Talking with Your Constumers: What They Will Tell You about Your Business When You Ask the Right Questions (Paperback)

This book is a complete disappointment. I did not read one sentence that was intriguing. I think I could have learned more from reading basic research web-sites on the Internet. I could have written a better book after my first year in college. I would not recommend buying this book...it was a complete waste of my time and money.

8 of 10 people found the following review helpful:

4.0 out of 5 stars Crystal clear guidance for the listening business!, February 17, 1999

By A Customer

This review is from: The Arthur Andersen Guide to Talking with Your Constumers: What They Will Tell You about Your Business When You Ask the Right Questions (Paperback)

Mike Wing has written a terrific how-to-get- started manual for the small business owner/operator to the corporate executive! This large book in a small cover is a stimulant for the thinking manager or owner who believes in the value of serving and listening to her or his customers. True, the answers are not in Wing's book . . . but, if they were, this classy treatment of why and how to get to know your customer would be a heavy volume and many times the price. As the owner/manager of a market research firm that specializes in customer service research, I can tell you that this book is right on the mark! A must read for anyone who is serious about business and customer service!