What can the owner of an Irish supermarket chain teach anyone about customer service? is the opening sentence in Feargals best-seller. Obviously he can teach them a lot. More than 25,000 copies sold! First to owners and managers then reordered for the staff. Feargal lists the basics for successful service including Listening, The Boomerang Principle and People Power. Read how focus groups are only one of eight listening channels, why you should abolish your head office, the power of the smile and much more.
Crowning the Customer
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Editorial Reviews
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'Customer service is simple, focused and about engaging your people first. Feargal's book shows you just how to do this.' -- Allen Leighton, Chairman, Royal Mail 'Listen to customers. Lots of people say this now, but Feargal said it first. He created a wonderful supermarket built around the shopping experience and which became a model for retailers around the world. The book explains how it was done in a simple, clear way. It's a unique story from a unique person.' -- Sir Terry Leahy, Chief Executive, Tesco 'Instinctively and obsessively, Feargal Quinn looks at business the way his customers do: noting the apparently tiny things and drawing from them huge conclusions. No theory is advanced without practical, entirely convincing, examples. And not a single instance of management-speak. The very best businessmen will be the first to welcome this splendid book.' -- Sir Martin Sorrell, CEO, WPP 'Everyone in business should read Crowning the Customer' -- Today FM 'The housewives' favourite appears to be one of those rare authors; somebody who has made a pile of money and now wants to help the country and people in business by showing them how to do the same. Shaw's old adage that those who can do and those who can -- Irish Independent 'The book, has a laser-like focus on customers, makes its points clearly, and then stops. Highly recommended' -- Irish Independent 'This book has sold 50,000 copies here and has been translated into half a dozen languages, which is a testament to its readability and the universal importance of good customer care' -- Irish Independent 'This is an engrossing and informative book.' 'The housewives' favourite appears to be one of those rare authors; somebody who has made a pile of money and now wants to help the country and people in business by showing them how to do the same. Shaw's old adage that those who can do and those who can -- Irish Independent 'This book has sold 50,000 copies here and has been translated into half a dozen languages, which is a testament to its readability and the universal importance of good customer care.' -- Irish Independent
--This text refers to an alternate
Paperback
edition.
About the Author
Feargal Quinn is a Senator in Ireland and also the CEO of Superquinn, a supermarket chain that is widely regarded as one of the best in the world. This year Feargal Quinn's supermarket chain was honored as Supermarketer of the Year at Supermarket College, the top marketing event for the supermarket industry. Feargal Quinn has also served as head of the Irish Post Office.
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Most Helpful Customer Reviews
2 of 2 people found the following review helpful:
4.0 out of 5 stars
A good place to start learning to be customer driven,
By
This review is from: Crowning The Customer (Hardcover)
Mr. Quinn writes a very readable, quotable, and interesting book. The Irish grocer tells you about his roots in the service sector and his extraordinary success in the grocery industry. Long on story and anecdote, I only wish this book had more empirical evidence, though I agree with Mr. Quinn that such evidence is difficult to measure.
2 of 2 people found the following review helpful:
5.0 out of 5 stars
This is a must read for anyone involved in customer service.,
By A Customer
This review is from: Crowning The Customer (Hardcover)
This is a must read for anyone involved in customer service, especially the retail or service fields or for anyone who wants to gain a marketing edge by delivering excellent customer service. Feargal Quinn has had many years experience in supermarket retailing through his own company Superquinn and obviously loves what he does. This comes across in his book, which is easy to read and often amusing. It is also packed with no nonsense advice and terrific ideas.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
To whom it may concern,
By somar@aucegypt.edu (Egypt) - See all my reviews
This review is from: Crowning the Customer (Paperback)
First of all, i would like to thank Mr. Quinn for his book and attention. the book is excellent i tought many thing from it. The language is very clear and has alot of advices that applicable to any businees again, tahnk you for the book with respect Sayed Omar The American Uinversity in Cairo
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