Action Steps: Strategies and Action Step... by Kaufman, Ron Paperback / softback

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Características del artículo

Estado
En muy buen estado: Libro que se ha leído y que no tiene un aspecto nuevo, pero que está en un ...
ISBN
9810529597
EAN
9789810529598
Date of Publication
2002-03-01
Publication Name
N/A
Type
Paperback / softback
Release Title
Action Steps: Strategies and Action Steps to Delight Your Cust...
Artist
Kaufman, Ron
Brand
N/A
Colour
N/A

Acerca de este producto

Product Identifiers

Publisher
Kaufman Professional Services
ISBN-10
9810529597
ISBN-13
9789810529598
eBay Product ID (ePID)
240425891

Product Key Features

Book Title
Up! Your Service Action Steps : Strategies and Action Steps to Delight Your Customers Now!
Language
English
Publication Year
2002
Topic
Customer Relations
Genre
Business & Economics
Author
Ron Kaufman
Format
Trade Paperback

Dimensions

Item Height
0.7 in
Item Weight
16 Oz
Item Length
9 in
Item Width
6 in

Additional Product Features

Intended Audience
Trade
Reviews
"When I picked up "UP Your Service!," the first thing that struck me was how thick the book was: 250 pages and more! I wondered if service quality as a subject needed so many pages to get the core ideas across. But once I began to read the book, my doubts vanished. I realized that this book has a unique style designed to educate and entertain the reader. I am impressed by just how enjoyable it is to read and learn from this book. The book's volume is partly due to the easy-to-read format with illustrations and photographs, with plenty of reinforcements to drive home the key learning points. Many management authors tend to expound arcane concepts in their books, and yet expect their readers to retain what they have read. I didn't find this in Kaufman's book. Instead, Kaufman presents concepts and ideas with easy-to-remember photographs, graphics and diagrams. "UP Your Service!" is really written for the busy executive, as it gets its messages across very quickly. The reader need not plough through loads of theory before learning a useful lesson in service. Kaufman uses real-life stories, making it easy for the reader to understand the principles behind good service. For example, to illustrate the concept of service cycles, he uses events such as planning a wedding and buying insurance, experiences which most people go through at some point in their lives and can therefore relate to. At the same time, Kaufman illustrates his book more than 200 with real-life case stories from companies most of us have heard of, including Raffles Hotel, Apple Computer, Singapore Airlines, Federal Express, Microsoft and so on. Kaufman has also made his content current by including stories about dot.com companies such as Amazon.com, eBay, Streamline and The Motley Fool in line with the emergence of successful dot.com companies against a traditional, bricks-and-mortar market space. Kaufman has his own unique service quality lingo and is adamant about drilling these definitions into your u
Synopsis
Strategies and action steps to delight your customers now! Build a mindset and a toolset to bring your service UP! develop a service culture that sizzles and succeeds. apply proven techniques to get closer to your customers. Polish your perception points to create positive impressions. Leverage customer value dimensions for long-term profits. Achieve surprising and unbelievable service standards. Increase customer loyalty with effective service recovery. Discover the hidden power in service guarantees.

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