"It has unlocked people's enthusiasm and creativity."
By: Ken Blanchard, Jim Ballard, and Fred Finch
Customer service is the single most pressing problem for business managers and people in any service or sales operation, especially at the retail level. In fact, many experts believe that you build a business from the customer up.
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Customer Mania! tells the true story of how superlative customer service can empower a workforce and drive a business to huge success. By embracing this philosophy and projecting the vision themselves, everyone helps the company become a leading worldwide success. This practical guide by the author of the international sensations The One Minute Manager and Raving Fans! explores customer service through the story of Yum!, owners of KFC, Pizza Hut and Taco Bell. Providing lessons for business people in any customer-focused organization, it shows how to create a unified, people-first, 'customer mania' culture and how you can make it work for you.
In
Customer Mania!, Ken Blanchard, one of America's biggest bestselling authors and inspiring business leaders, writes of the key to customer service -- creating a people-oriented, performance-driven, customer-first organization. Packed with practical insights, Customer Mania! emphasizes
four critical steps:
- Set Your Sights on the Right Target. The bottom line grows from taking care of customers and creating a motivating environment for your people.
- Treat Customers the Right Way. Determine the kind of experience you want your customers to have as they interact with every part of the company.
- Treat Employees the Right Way. Use strategies ranging from smart hiring, to training and development, to managing performance and creating a recognition culture.
- Build the Right Kind of Leadership. You can't do it all yourself, so let your people put their own brains to work and then support them all the way.
From CEO to middle manager to the person facing the consumer,
Customer Mania! is a vital tool for enhancing their experience -- and their customers.
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