Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers [Hardcover]

James Poisant (Author)

Book Description

Publication Date: October 30, 2001

Poisant reveals the secrets of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for in these pages.

Managers will relearn nearly everything they have been taught about the profession of management. Redefining the criteria of power and success, Poisant supplies a blueprint for survival in a competitive environment. Anyone charged with the management of others will find the approach valuable, as will students and scholars of management.

Editorial Reviews

Review

"I found the book to be a terrific combination of time honored management principles and innovative new ideas! Clearly it would be a valuable resource for students of management and new managers, an enjoyable refresher to the seasoned manager and a guidebook to anyone trying to improve the performance of even the most successful of service organizations. I have seen the valuable results that can be achieved from applying the ideas and practices."-Bob Laurence, Chairman Emeritus The World Information Technology & Services Alliance (WITSA)

Book Description

Examines the secrets of superior customer service organizations.

See all Editorial Reviews

Product Details

• Hardcover: 192 pages
• Publisher: Praeger (October 30, 2001)
• Language: English
• ISBN-10: 1567204503
• ISBN-13: 978-1567204506
• Product Dimensions: 9.3 x 6.2 x 0.9 inches
• Shipping Weight: 1.2 pounds (View shipping rates and policies)
• Average Customer Review: 4.8 out of 5 stars  See all reviews (11 customer reviews)
• Amazon Best Sellers Rank: #2,334,398 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

4.0 out of 5 stars Keep In Arms Reach, June 28, 2002

By 

Daniel S. Parker (Fairfax, VA United States) - See all my reviews

This review is from: Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers (Hardcover)

Drawing on his real world experience, Poisant explains to managers in clear and simple language a way to gain a competitive advantage in any industry where company employees interact with the customer. His book taught me that, by management treating the people that serve as the interface to their service organization as their top priority; performance, productivity, and customer satisfaction goals will fall right into line. This serious, yet heart warming read, could serve as a quick reminder to all levels of management about the value and treatment of the front line. I place this book in arms reach beside Blanchard and Bowles' "Gung Ho".

1 of 1 people found the following review helpful:

5.0 out of 5 stars It works!, November 16, 2001

By 

Dean Mark F. Grady (Arlington, VA USA) - See all my reviews

This review is from: Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers (Hardcover)

In this book, Jim Poisant draws on his many years of experience in business to describe point by point what a company needs to do in order to put the customer first. Poisant used to work for Disney as the person who would train groups of executives visiting Orlando in the "Disney Way." This book summarizes the key lessons that he learned at Disney and the other leading customer-service organizations of which he has been a part, including his own company, which is a leading provider of world-class events.

5.0 out of 5 stars A voice of reason, May 12, 2002

By A Customer

This review is from: Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers (Hardcover)

Finally, clear, direct words on positively transforming people and environments. Poisant's style is warm and simple; the power of his words, however, cut to the chase--either you're doing it or your not. It's that simple. This is a book that can be easily read in one sitting--and change your way of behaving forever!