Summary The Best Service Is No Service
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| Author | : BusinessNews Publishing, |
| Publisher | : Primento |
| Total Pages | : 28 |
| Release | : 2014-10-28 |
| Genre | : Business & Economics |
| ISBN | : 251101999X |
The must-read summary of Bill Price and David Jaffe's book: "The Best Service Is No Service: How to Liberate Your Customers from Customer Service, Keep Them Happy & Control Costs". This complete summary of the ideas from Bill Price and David Jaffe's book "The Best Service Is No Service" shows that customers don't want a "relationship" with a company - they want to buy their product and they want it to work. In fact, customer service relationships are associated by most people as negative since you only need them when something goes wrong. In their book, the authors explain seven strategies that companies should use to eliminate the need for customer service altogether. This summary explains each of these strategies and is a practical and applicable guide to improving your customer experience. Added-value of this summary: • Save time • Understand key concepts • Expand your business knowledge To learn more, read "The Best Service Is No Service" and find out why you should forget about customer service altogether and save your company time and money.
| Author | : Bill Price |
| Publisher | : John Wiley & Sons |
| Total Pages | : 341 |
| Release | : 2011-09-14 |
| Genre | : Business & Economics |
| ISBN | : 1118039394 |
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
| Author | : Ken Blanchard |
| Publisher | : McGraw Hill Professional |
| Total Pages | : 176 |
| Release | : 2014-04-18 |
| Genre | : Business & Economics |
| ISBN | : 0071817859 |
Take Care of Your Customers--or Someone Else Will! Legendary Service Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees. Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined. In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job. PRAISE FOR LEGENDARY SERVICE: "Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group "Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf "Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules "Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV "Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo "Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit
| Author | : John R. DiJulius |
| Publisher | : Greenleaf Book Group |
| Total Pages | : 143 |
| Release | : 2015-01-06 |
| Genre | : Business & Economics |
| ISBN | : 1626341303 |
In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
| Author | : Michael Bell |
| Publisher | : John Wiley & Sons |
| Total Pages | : 384 |
| Release | : 2017-11-14 |
| Genre | : Business & Economics |
| ISBN | : 0470141115 |
Answers to your most pressing SOA development questions How do we start with service modeling? How do we analyze services for better reusability? Who should be involved? How do we create the best architecture model for our organization? This must-read for all enterprise leaders gives you all the answers and tools needed to develop a sound service-oriented architecture in your organization. Praise for Service-Oriented Modeling Service Analysis, Design, and Architecture "Michael Bell has done it again with a book that will be remembered as a key facilitator of the global shift to Service-Oriented Architecture. . . . With this book, Michael Bell provides that foundation and more-an essential bible for the next generation of enterprise IT." -Eric Pulier, Executive Chairman, SOA Software "Michael Bell's insightful book provides common language and techniques for business and technology organizations to take advantage of the SOA paradigm. By focusing modeling techniques on the business problem, Bell provides a way for professionals to work throughout the life cycle to create reusable and enduring services." -Mike Zbranak, CIO, Chase Card Services "This book will become an imperative business and technology service-oriented modeling recipe for any manager, architect, modeler, analyst, and developer in today's software development industry." -Jeff Schneider, CEO, MomentumSI "'Innovative' and 'groundbreaking' are words that best describe Michael Bell's Service-Oriented Modeling. It depicts a true service modeling approach that elegantly closes a clear and critical service modeling gap in the SOA industry. This holistic book ties these concepts together using real-world examples across a service life cycle that transitions services from ideas and concepts into production assets that deliver business value. A must-read for business and technical SOA practitioners." -Eric A. Marks, CEO, AgilePath Corporation "As hot as SOA is today, many business and technology professionals still find it challenging to mind the gap between their disparate methodologies and objectives. Herein Michael Bell speaks clearly to both camps in straightforward language, outlining disciplines each can use to communicate effectively and advance the realization of corporate aims. This book is a bible for all who seek to drive business/technology into the future." -Mark Edward Goodrich, Director, Investing Product Management, Reuters Media "This book takes senior IT architects and systems designers into the depths of modeling for SOA, with a fresh new perspective on tools, terminology, and how to turn the theory into practice. His full life-cycle approach balances process, control, and accountability to align all the participants in the delivery pipeline-clearing the road for successful SOA business solutions." -Phil Gilligan, Chief Technology Officer, EBS
| Author | : John A. GOODMAN |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 274 |
| Release | : 2009-05-13 |
| Genre | : Business & Economics |
| ISBN | : 081441334X |
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
| Author | : Frances X. Frei |
| Publisher | : Harvard Business Press |
| Total Pages | : 262 |
| Release | : 2012 |
| Genre | : Customer relations |
| ISBN | : 1422133311 |
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
| Author | : Ron Zemke |
| Publisher | : AMACOM Div American Mgmt Assn |
| Total Pages | : 196 |
| Release | : 2003 |
| Genre | : Business & Economics |
| ISBN | : 9780814407653 |
Outlines the skills and techniques of providing superior customer service.
| Author | : Jay Shetty |
| Publisher | : Simon & Schuster |
| Total Pages | : 352 |
| Release | : 2020-09-08 |
| Genre | : Self-Help |
| ISBN | : 1982134488 |
Jay Shetty, social media superstar and host of the #1 podcast On Purpose, distills the timeless wisdom he learned as a monk into practical steps anyone can take every day to live a less anxious, more meaningful life. When you think like a monk, you’ll understand: -How to overcome negativity -How to stop overthinking -Why comparison kills love -How to use your fear -Why you can’t find happiness by looking for it -How to learn from everyone you meet -Why you are not your thoughts -How to find your purpose -Why kindness is crucial to success -And much more... Shetty grew up in a family where you could become one of three things—a doctor, a lawyer, or a failure. His family was convinced he had chosen option three: instead of attending his college graduation ceremony, he headed to India to become a monk, to meditate every day for four to eight hours, and devote his life to helping others. After three years, one of his teachers told him that he would have more impact on the world if he left the monk’s path to share his experience and wisdom with others. Heavily in debt, and with no recognizable skills on his résumé, he moved back home in north London with his parents. Shetty reconnected with old school friends—many working for some of the world’s largest corporations—who were experiencing tremendous stress, pressure, and unhappiness, and they invited Shetty to coach them on well-being, purpose, and mindfulness. Since then, Shetty has become one of the world’s most popular influencers. In 2017, he was named in the Forbes magazine 30-under-30 for being a game-changer in the world of media. In 2018, he had the #1 video on Facebook with over 360 million views. His social media following totals over 38 million, he has produced over 400 viral videos which have amassed more than 8 billion views, and his podcast, On Purpose, is consistently ranked the world’s #1 Health and Wellness podcast. In this inspiring, empowering book, Shetty draws on his time as a monk to show us how we can clear the roadblocks to our potential and power. Combining ancient wisdom and his own rich experiences in the ashram, Think Like a Monk reveals how to overcome negative thoughts and habits, and access the calm and purpose that lie within all of us. He transforms abstract lessons into advice and exercises we can all apply to reduce stress, improve relationships, and give the gifts we find in ourselves to the world. Shetty proves that everyone can—and should—think like a monk.
| Author | : Jeff Toister |
| Publisher | : AMACOM/American Management Association |
| Total Pages | : 210 |
| Release | : 2013 |
| Genre | : Business & Economics |
| ISBN | : 0814431992 |
What causes poor customer service? You might be surprised.
