Rather than stick to motivational approaches ("quick-patchers or fixes"), the author uses a synergistic approach of motivation and implementation. The program has been implemented in multi-million projects for aviation service companies, high-tech companies, banks, real estate agencies, and restaurants.
Book Description
Editorial Reviews
Review
Having gone through several Service Quality and Total Quality Management programs, I found Phan's approach practical and eye-opening. As a manager I'm eager to put into practice his Empowerment techniques and Transactional Analysis right away! -- Sandie Lee, Vice President, Singapore CableVision
In all, I would say this book is a good introduction to Service Quality and certainly an employee-centered approach to managing your company. -- Gerald Wee, Chief Editor, Computerworld Singapore
This book will scare the wits out of anybody in the service industry. The message is clear; if you don't look after your own staff (or frontliners), they won't look after your customers. And that means you'll lose market share and risk going out of business. While everybody talks about service quality, not that many companies practise it on a routine basis. Seamus Phan's book serves as a sharp reminder of the basic principles of service quality, and how critical they are to survival of your business. -- Craig Addison, former Editor, Electronic Business Asia
In all, I would say this book is a good introduction to Service Quality and certainly an employee-centered approach to managing your company. -- Gerald Wee, Chief Editor, Computerworld Singapore
This book will scare the wits out of anybody in the service industry. The message is clear; if you don't look after your own staff (or frontliners), they won't look after your customers. And that means you'll lose market share and risk going out of business. While everybody talks about service quality, not that many companies practise it on a routine basis. Seamus Phan's book serves as a sharp reminder of the basic principles of service quality, and how critical they are to survival of your business. -- Craig Addison, former Editor, Electronic Business Asia
About the Author
Seamus Phan, board member and Chief Information Officer of McGallen & Bolden Group, is a field-proven speaker and motivator with over 14 years of professional and training experience. Seamus is a published author, a frequent contributing editor to many business and technology publications, and a frequent TV analyst. Seamus is a pioneer digital media and Internet consultant, and have independently developed networked learning systems in the 1980s.
Seamus holds advanced degrees in IT and Business Re-engineering, Education and MIS. He has been inducted into the Marquis (USA)'s Who's Who in the World, International Biography Centre (UK)'s Men and Women of Distinction, and the Barons' 500 Leaders of the New Century Edition.
Product Details
Would you like to update product info or give feedback on images?
|
Customer Reviews
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most Helpful Customer Reviews
1 of 1 people found the following review helpful:
5.0 out of 5 stars
No nonsense approach to service quality,
By Andy Bennett (Australia) - See all my reviews
This review is from: Service Quality - The Enlightened Approach (Mass Market Paperback)
My colleague Seamus has done a service by writing this book, to the service industry, and to many customers out there. Rather than blaming service providers on bad service, he illuminated the way for great service, and showed empathy for service providers, and lit the way for customers to bridge the emotive and physical gaps with the service providers to create truly memorable service relationships. A no-nonsense work that does not skimp on the surface, but shows real steps to get the work done.
5.0 out of 5 stars
Service Quality the Asian way,
By Phil Bolden (USA) - See all my reviews
This review is from: Service Quality - The Enlightened Approach (Mass Market Paperback)
Seamus showed his deep knowledge of service quality and customer service through a palatable book, and I received from him by e-mail his presentation primer on this book, which serves as a reminder to customer service concepts. Great ideas from a pioneer in Singapore.
5.0 out of 5 stars
True Asian customer service (service quality) expert advice,
By Haishi Mihara (Japan) - See all my reviews
This review is from: Service Quality - The Enlightened Approach (Mass Market Paperback)
Seamus the author has authored this book in 1994, and already demonstrated his deep-rooted understanding of customer service and service quality in a true-blue Asian environment. Rather than other Western authors that merely present classical service quality and customer service stories from traditional sources, Seamus has presented truly Asian experiences that we can share and learn.
Share your thoughts with other customers: Create your own review
|
|
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Sell a Digital Version of This Book in the Kindle Store
If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store.
Learn more
