The Power of Service: Keeping Customers for Life is a comprehensive approach to customer service that ulitmately holds each individual responsible for his or her behavior. It addresses the complex issues that affect people's willingness to perform well and their dedication to their work. It shows how people are affected by their leaders, the power they are given to perform, how they are rewarded and recognized, and the systems, procedures and policies within which they work. This book addresses those issues and offers solutions and suggestions as to how organizations can create environments in which people thrive and inspire people to provide world-class service.
Book Description
Editorial Reviews
About the Author
Petra Marquart is the principle in the speaking and presentation firm, Petra Marquart and Associates. She has a Bachelor of Arts degree in Communication and works as a coordinator for Customized Training Services, a division of Hennepin Technical College in Minneapolis, MN.
In her work with the college, she wrote customer service training programs for Mall of America, US Bancor, Target Center Arena, Fairview/University Health System, and Casinos America.
She has served as an educational partner with Honeywell's adult continuing education board, Northern States Power, Unisys, the American Institute of Banking, and the Minnesota Multi Housing Association.
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Most Helpful Customer Reviews
2 of 2 people found the following review helpful:
5.0 out of 5 stars
The Power of Service,
This review is from: The Power of Service : Keeping Customers for Life (Paperback)
Petra Marquart's passion for restoring customer satisfaction in service establishments is obvious throughout her book. Her solutions to the problems companies face today are realistic and focus on personal responsibility. This book works for higher-level management as well as lower-level employees. The examples used throughout create an engaging and interesting book to read. Anyone who is a service provider will find that The Power of Service truly does have power, and it is sure to have impact, both personally and professionally.
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Inside This Book
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First Sentence:
At its purest level, service is a relationship between the customer and the organization. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
dazzling service, service bandwagon, commitment statement, service edge, service reputation Key Phrases - Capitalized Phrases (CAPs): (learn more)
Stephen Covey, Minneapolis Star Tribune, Peter Block, United States, Executive Excellence, Tom Peters, Karl Albrecht, Burger King, Federal Express, Southwest Airlines, Edwards Deming, Lonna Mosow, New York, Performance Research Associates, Peter Senge, Sajeela Moskowitz Ramsey, Business Ethics, Dale Carnegie, Earl Sasser, Harvard Business Review, John Jones, Mother Theresa, Sue Morem New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
At its purest level, service is a relationship between the customer and the organization. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
dazzling service, service bandwagon, commitment statement, service edge, service reputation Key Phrases - Capitalized Phrases (CAPs): (learn more)
Stephen Covey, Minneapolis Star Tribune, Peter Block, United States, Executive Excellence, Tom Peters, Karl Albrecht, Burger King, Federal Express, Southwest Airlines, Edwards Deming, Lonna Mosow, New York, Performance Research Associates, Peter Senge, Sajeela Moskowitz Ramsey, Business Ethics, Dale Carnegie, Earl Sasser, Harvard Business Review, John Jones, Mother Theresa, Sue Morem New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
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