On Great Service

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Zingerman's Guide to Giving Great Service

Author : Ari Weinzweig
Publisher : Hyperion
ISBN 13 : 1401305075
Total Pages : 125 pages
Book Rating : 4.4/5 (13 download)

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Book Synopsis Zingerman's Guide to Giving Great Service by : Ari Weinzweig

Download or read book Zingerman's Guide to Giving Great Service written by Ari Weinzweig and published by Hyperion. This book was released on 2012-06-26 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.

Customer Love

Author : Mac Anderson
Publisher : Sourcebooks, Inc.
ISBN 13 : 1608100189
Total Pages : 125 pages
Book Rating : 4.6/5 (81 download)

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Book Synopsis Customer Love by : Mac Anderson

Download or read book Customer Love written by Mac Anderson and published by Sourcebooks, Inc.. This book was released on 2013-01-01 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: If your organization's goal is to create a lasting service culture...you're going to love Customer Love! Mac Anderson has compiled a fantastic book filled with unforgettable true stories about individuals and companies who have "wowed" their customers and turned them into raving fans! In Customer Love. great stories about great service" you will explore 24 unforgettable stories about phenomenal customer service. Each chapter will ignite your thoughts and inspire new ideas that you can use to take your customer service to the next level. Share this book with your employees and watch the creative ideas flow. Utilize the ideas behind these creative narratives to grow your business - and remember "if you do something good for one customer, they'll tell 100 other people." Buy this book and get the creative juices flowing; and hopefully, inspire you and your team to start your own collection of customer love stories.

What Great Service Leaders Know and Do

Author : James L. Heskett
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1626565864
Total Pages : 324 pages
Book Rating : 4.6/5 (265 download)

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Book Synopsis What Great Service Leaders Know and Do by : James L. Heskett

Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by Berrett-Koehler Publishers. This book was released on 2015-09-01 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.

On Great Service

Author : Leonard L. Berry
Publisher : Simon and Schuster
ISBN 13 : 143910526X
Total Pages : 303 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis On Great Service by : Leonard L. Berry

Download or read book On Great Service written by Leonard L. Berry and published by Simon and Schuster. This book was released on 1995-04-01 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action.

Moments of Magic

Author : Shep Hyken
Publisher : Shepard Presentations, LLC
ISBN 13 : 0963782002
Total Pages : 80 pages
Book Rating : 4.9/5 (637 download)

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Book Synopsis Moments of Magic by : Shep Hyken

Download or read book Moments of Magic written by Shep Hyken and published by Shepard Presentations, LLC. This book was released on 1993 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Award-winning Customer Service

Author : Renee Evenson
Publisher : Amacom
ISBN 13 : 9780814474549
Total Pages : 0 pages
Book Rating : 4.4/5 (745 download)

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Book Synopsis Award-winning Customer Service by : Renee Evenson

Download or read book Award-winning Customer Service written by Renee Evenson and published by Amacom. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Award-Winning Customer Service" offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.

Great Customer Connections

Author : Richard S. Gallagher
Publisher : Amacom Books
ISBN 13 : 9780814473085
Total Pages : 262 pages
Book Rating : 4.4/5 (73 download)

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Book Synopsis Great Customer Connections by : Richard S. Gallagher

Download or read book Great Customer Connections written by Richard S. Gallagher and published by Amacom Books. This book was released on 2006 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: "To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.

Be Our Guest

Author : Disney Institute
Publisher :
ISBN 13 :
Total Pages : 212 pages
Book Rating : 4.0/5 ( download)

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Book Synopsis Be Our Guest by : Disney Institute

Download or read book Be Our Guest written by Disney Institute and published by . This book was released on 2003-06 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Foreword by Michael D. Eisner. All organisations drive towards the same goal - how best to serve their customers. Walt Disney World has always enjoyed a reputation as a company that set the benchmark for outstanding business practices. Now, for the first time, one critical element of the method behind the magic is revealed: that of quality service. Here, their proven principles and processes are fully outlined, to help your organisation focus its vision and assemble its infrastructure to deliver exceptional customer service.

Good Services

Author : Louise Downe
Publisher : BIS Publishers
ISBN 13 : 9789063695439
Total Pages : 0 pages
Book Rating : 4.6/5 (954 download)

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Book Synopsis Good Services by : Louise Downe

Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

One Minute Service

Author : Bruce Loeffler
Publisher : Dc Press
ISBN 13 : 9781932021448
Total Pages : 135 pages
Book Rating : 4.0/5 (214 download)

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Book Synopsis One Minute Service by : Bruce Loeffler

Download or read book One Minute Service written by Bruce Loeffler and published by Dc Press. This book was released on 2009-09-01 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers ideas for creating a customer service culture that provides value, consistent quality, and excellence, using Walt Disney as a model to explain the suggestions.

Zombie Loyalists

Author : Peter Shankman
Publisher : Macmillan
ISBN 13 : 1137279664
Total Pages : 258 pages
Book Rating : 4.1/5 (372 download)

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Book Synopsis Zombie Loyalists by : Peter Shankman

Download or read book Zombie Loyalists written by Peter Shankman and published by Macmillan. This book was released on 2015-01-27 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bestselling author Peter Shankman shows you how to create fanatically loyal customers who convert everyone they meet

The Best Service is No Service

Author : Bill Price
Publisher : John Wiley & Sons
ISBN 13 : 1118039394
Total Pages : 341 pages
Book Rating : 4.1/5 (18 download)

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Book Synopsis The Best Service is No Service by : Bill Price

Download or read book The Best Service is No Service written by Bill Price and published by John Wiley & Sons. This book was released on 2011-09-14 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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

Customer Service Training 101

Author : Renee Evenson
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 0814416411
Total Pages : 239 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Customer Service Training 101 by : Renee Evenson

Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Wow! That's What I Call Service!

Author : Don Hales
Publisher : Ecademy Press
ISBN 13 : 1905823169
Total Pages : 298 pages
Book Rating : 4.9/5 (58 download)

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Book Synopsis Wow! That's What I Call Service! by : Don Hales

Download or read book Wow! That's What I Call Service! written by Don Hales and published by Ecademy Press. This book was released on 2007-07 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: This little book is full of stories about people and businesses that cause customers to fall in love--tales brought together in order that they may serve as an inspiration to raise standards of customer service throughout the U.K.

Thank You for Your Service

Author : David Finkel
Publisher : Macmillan + ORM
ISBN 13 : 0374710961
Total Pages : 272 pages
Book Rating : 4.3/5 (747 download)

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Book Synopsis Thank You for Your Service by : David Finkel

Download or read book Thank You for Your Service written by David Finkel and published by Macmillan + ORM. This book was released on 2013-10-01 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now a Major Motion Picture Directed by American Sniper Writer Jason Hall and Starring Miles Teller No journalist has reckoned with the psychology of war as intimately as David Finkel. In The Good Soldiers, his bestselling account from the front lines of Baghdad, Finkel embedded with the men of the 2-16 Infantry Battalion as they carried out the infamous “surge”. Now, in Thank You for Your Service, Finkel tells the true story of those men as they return home from the front-lines of Baghdad and struggle to reintegrate--both into their family lives and into American society at large. Finkel is with these veterans in their most intimate, painful, and hopeful moments as they try to recover, and in doing so, he creates an indelible, essential portrait of what life after war is like--not just for these soldiers, but for their wives, widows, children, and friends, and for the professionals who are truly trying, and to a great degree failing, to undo the damage that has been done. Thank You for Your Service is an act of understanding, and it offers a more complete picture than we have ever had of two essential questions: When we ask young men and women to go to war, what are we asking of them? And when they return, what are we thanking them for? “Finkel sketches a panoramic view of postwar life....A book that every American should read.” —Jake Tapper, Los Angeles Times Finalist for the National Book Critics Circle Award, the Los Angeles Times Book Prize, and the New York Public Library Helen Bernstein Award for Excellence in Journalism. One of Ten Favorite Books of 2013 by Michiko Kakutani (The New York Times), a Washington Post Top Ten Book of the Year, and a New York Times Book Review Notable Book of the Year

The Key to Great Leadership

Author : Peter Burwash
Publisher : Torchlight Publishing
ISBN 13 : 0977978508
Total Pages : 237 pages
Book Rating : 4.9/5 (779 download)

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Book Synopsis The Key to Great Leadership by : Peter Burwash

Download or read book The Key to Great Leadership written by Peter Burwash and published by Torchlight Publishing. This book was released on 2007 with total page 237 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you develop the special qualities that bring success as a leader? To answer this important question, Peter Burwash interviewed thousands of managers and workers in the world's best companies. The Key contains the revealing and inspiring results of his research in two sections The 12 Universal Principles of Great Service Companies and The 25 Universal Qualities fo Great Leaders. The Key shows clearly and simply how to achieve outstanding service and effective leadership in both your professional and personal life. The levels of great leadership and outstanding service are what make or break a company. This book gives both company owners and employees a roadmap to the top. Peter Burwash, CEO and founder of one of the best managed companies in America, is more than qualified to give advice on leadership and customer service.

Great Hotel Service

Author : Orkun Avkan
Publisher : Independently Published
ISBN 13 : 9781077139947
Total Pages : 214 pages
Book Rating : 4.1/5 (399 download)

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Book Synopsis Great Hotel Service by : Orkun Avkan

Download or read book Great Hotel Service written by Orkun Avkan and published by Independently Published. This book was released on 2019-06-30 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great Hotel Service outlines proven principles and processes for helping your hotel focus on satisfying your customers. Orkun Avkan's book provides tips and rules in a variety of service topics. One hundred one practical ways in the book will not only motivate you but create a culture to solve problems proactively and deliver exceptional customer service.