Customer Reviews

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

5 star:		(9)
4 star:		(2)
3 star:		(0)
2 star:		(0)
1 star:		(0)

 

 

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".

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.

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!

A book that inspires to do things the right way from the beginning in this new world of ours. Personally I consider it a guidance to my new emerging company. Thank you for reminding us all what a business is there for, to serve our clients the best way possible.

Today's world has changed. If you want something that can help set your business apart in today's environment, this is THE Book for you. It has radically altered the way I view my employees and my customers. This guy is good.

This book is a refreshing insider's view of the amazingly simple techniques and behaviors that can create client success and motivate an organization. Written in a comfortably easy style, this book is a storehouse of secrets of how companies like Disney get it right. It's a must-read for anyone who wants to recharge their leadership agenda.

This book is a "fun" read that reminds us of the primary elements that are required to provide outstanding customer service on an ongoing basis. Meaningful examples and illustrations gained from real world work experiences enables the reader to understand how following familiar principles can achieve the desired service results. Again we find that people on the front line being properly trained and treated fairly can make all the difference! Recommened "Must Read For Managers".

This book lays out the way to make your customers happy, and let the money follow. Great reading for anyone in business, especially required for those in charge. I have started following some of the ideas and productivity has really jumped!

How does an organization become a superior customer service entity? How does one maintain that level of service? Poisant's book is the blueprint..and it is so simple. He reminds us that common sense is all that is required.

Fianlly there is a book for all in management that explains how some organizations achieve and sustain superior customer service.