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Raving Fans: A Revolutionary Approach To Customer Service Hardcover – May 19, 1993
"Neverworld Wake" by Marisha Pessl
Read the absorbing new psychological suspense thriller from acclaimed New York Times bestselling author Marisha Pessl. Pre-order today
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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 Back Cover
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans". This, in a nutshell, is the advice given to a new Area Manager on his first day - in an extraordinary new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace - and turn their customers into raving, spending fans.
Top customer reviews
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I don't think a day goes by my team and I don't mention the words "Raving Fans" or at least discuss some concept from the book. There is no other customer service book that I can say that about.
The concepts are simple and if you follow them, and make them part of your culture, you'll be amazed at how much your level of customer service will improve. Just a few little systems applied to your business can take you from mediocre to amazing!
WARNING - You will not see the world the same again. You'll be disgusted everywhere you go after reading this book, when you see how bad customer service really is in this world.
The book is written like a goofy fairy-tale--but you understand the gimmick and it helps you read the book quickly, makes memorable the lessons, and enables you to easily reference the points it is making.
In a couple weeks, I will be leading a retreat on church membership assimilation as part of my doctoral dissertation and plan to use this book as a catalyst in discussing quality customer service from a guest's perspective.
I whole-heartedly recommend this book. It says what other books take hundreds of pages to say in just a few pages, and you can pick up this book for just a penny from a host of used book sellers (although it is definitely worth its retail price).
Like many of Blanchard's books, it's a quick and breezy read. I initially read it on a flight, but it's great to go back to and reference. "Decide what you want, decide what the customer wants and deliver what the customer wants...plus one" are the primary themes.
Overall, it's fairly simplistic, common sense type material but a great reminder of how all those in sales and service should treat a customer.