Uncommon Service: How to Win by Putting Customers at the Core of Your Business
- 6h 52m 23s
- Anne Morriss, Frances Frei
- Recorded Books, Inc.
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance - for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.
In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.
Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
In this Audiobook
Chapter 1 - Truth Number 1: You Can't Be Good at Everything
Chapter 2 - Truth Number 2: Someone Has to Pay for it
Chapter 3 - Truth Number 3: It's Not Your Employees' Fault
Chapter 4 - Truth Number 4: You Must Manage Your Customers
Chapter 5 - Now Multiply it All by Culture
Chapter 6 - Getting Bigger