Store besparelser
Hurtig levering
Gemte
Log ind
0
Kurv
Bøger
Bestsellers
Kommer snart
Nyheder
Spil og hobby
Hjem
Kategorier
Bestsellers
Kommer snart
Nyheder
FAQ
Konto
Kontakt
Kurv
  1. Bog
  2. Salg og marketing
  3. Kundeservice

Uncommon Service

- How to Win by Putting Customers at the Core of Your Business
Af: Anne Morriss, Frances Frei Engelsk Hardback

Uncommon Service

- How to Win by Putting Customers at the Core of Your Business
Af: Anne Morriss, Frances Frei Engelsk Hardback
Tjek vores konkurrenters priser
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.

The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

• How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?

• How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?

• How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?

• How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

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.
Vis mere
Tjek vores konkurrenters priser
Normalpris
kr 269
Fragt: 39 kr
6 - 8 hverdage
20 kr
Pakkegebyr
God 4 anmeldelser på
Tjek vores konkurrenters priser
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.

The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

• How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?

• How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?

• How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?

• How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

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.
Vis mere
Se mere i:
Produktdetaljer
Sprog: Engelsk
Sider: 272
ISBN-13: 9781422133316
Indbinding: Hardback
Udgave:
ISBN-10: 1422133311
Kategori: Kundeservice
Udg. Dato: 7 feb 2012
Længde: 25mm
Bredde: 163mm
Højde: 233mm
Forlag: Harvard Business Review Press
Oplagsdato: 7 feb 2012
Forfatter(e): Anne Morriss, Frances Frei
Forfatter(e) Anne Morriss, Frances Frei

Kategori Kundeservice

ISBN-13 9781422133316

Sprog Engelsk

Indbinding Hardback

Sider 272

Udgave

Længde 25mm

Bredde 163mm

Højde 233mm

Udg. Dato 7 feb 2012

Oplagsdato 7 feb 2012

Forlag Harvard Business Review Press

Kategori sammenhænge