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Raving Fans: A Revolutionary Approach To Customer Service Hardcover – May 19, 1993
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"A great commonsense approach to customer service" -- -- Jim Pattison President, The Jim Pattison Group
"An easily understood message and one every organization needs to hear." -- -- Eamon Ryan President, Lexmark Canada Inc.
"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction." -- -- James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc.
"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -- -- Lynn Posluns President, Fairweather
From the Inside Flap
1 cassette / 90 minutes
Read by Rick Adamson, Kate Borger, and John Mollard
For those who wish to improve their business, here is a fresh and innovating look at customer service - the most important element in creating a successful business sin the 90s, from the co-author of The One Minute Manager. --This text refers to an out of print or unavailable edition of this title.
Top Customer Reviews
The most important teaching from this book was that you can't settle for simply "satisfied" customers. Service expectations are often so low that people claim to be satisfied when indeed they are not. This leaves you vulnerable to any competitor that merely raises the bar on service. This is not rocket science. Like the rest of the book, the advice given is practical albeit simplistic.
Raving Fans suffers from a lack of real-world examples. The fictional stories are handy for getting one to think about creative service ideas. Unfortunately, there is a lack of supporting details to show how these ideas translate to profitability. You can't grab onto these ideas and say to a doubting associate; "Of course this can work. This is just how (insert name of real business here) did it!"
If you don't have much time to read about customer service ideas, I would pass on this book and go directly to Carl Sewell's book "Customers for Life". Sewell owns a real business and discusses the real-world issues of increasing customer service levels including compensation incentives, costs, service abuses and bottom line results. I felt that Sewell's book was a much better value for the time invested.