Raving Fans: A Revolutionary Approach To Customer Service
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List Price: $22.95
Our Price: $15.61
Your Save: $ 7.34 ( 32% )
Availability: Usually ships in 24 hours
Manufacturer: William Morrow
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Average Customer Rating:  
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Binding: Hardcover
Dewey Decimal Number: 658.812
EAN: 9780688123161
ISBN: 0688123163
Label: William Morrow
Manufacturer: William Morrow
Number Of Items: 1
Number Of Pages: 160
Publication Date: 1993-05-19
Publisher: William Morrow
Release Date: 1993-05-19
Studio: William Morrow
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Editorial Reviews:
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"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.
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Spotlight customer reviews:
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Customer Rating:
Summary: I am a RAVING FAN of this book!
Comment: My school asked us to read this book for professional development. I have noticed that my school does not give raving fan service, but I have also noticed most of the businesses I shop at have not read this book either. I have learned to figure out what I do not like about the stores I shop at, make notes and see how I can improve my customer service for my parents, students and fellow teachers. Just people in general. For example, Best Buy refuses to pick up the phone when you call their stores or ask for a manager, so I make sure to return calls to parents within 24 hours, no matter when or where I am at.
This book will teach you so much and will teach you to respect raving fan service and to note when someone or thing does not give raving fan service. I just can not say enough about this book. Please pick it up today!
Customer Rating:
Summary: I've Re-Read This a Dozen Times!
Comment: From the Author of How to Sell Your Home in Any Market: 6 Reasons Why Your Home Isn't Selling... and What You Can Do to Fix Them and The Fundamentals of Listing and Selling Commercial Real Estate:
I have re-read this book more than a dozen times. Ken Blanchard and Sheldon Bowles have captured the essence of growing a business through exceptional service like no other book on the market. I can't recommend this book enough!
Customer Rating:
Summary: "raving fan"
Comment: Good quality, really almost new. Highly satisfied, only wish it had arrived a little quicker. Ordered another used book at the same time from another Amazon source and it arrived 3-4 days sooner.
Customer Rating:
Summary: This is one of the best management books ever written, made even better by the simplicity of the presentation.
Comment: By definition, a "raving fan" is a customer that is so happy with your company that they praise your actions to anyone who might possibly listen. They are the best form of advertisement and the hardest to acquire. Changing your customer service strategy so that you have raving fans rather than customers is the point of this book and the story is told in parable form.
The two main characters are Area Manager and Charlie, his male fairy "godmother." Using the magic that all fairy godmothers possess, Charlie takes Area Manager to several companies that generate their own raving fans. The strategy is common and ubiquitous across industries; treat your customer as a coveted and valued asset rather than a source of revenue to be squeezed.
Another very important point is that to be successful in the area of customer service, you must first decide what you want to do. A fundamental component of this is to realize that not all potential customers are desirable ones. The fact is that some people are simply unsuitable as customers. Decide up front that they are not what you want to do and don't do it. Focus on what you can and want to do well.
Ken Blanchard has once again been an author of a book that points the way to success in business. The path to success is by providing quality service that appears costly, but that is a mirage. Good customer service is one of the best ways possible to make money and save time by spending money and using time to provide it. This is one of the best management books ever written, made even better by the simplicity of the presentation.
Customer Rating:
Summary: In lieu of Book
Comment: I bought this in lieu of buying th book and am glad I did. We slipped it in and played it while on a day trip on the road. We are Amazon booksellers and found the information very helpful in our applying it to our bookselling business. The narration is story form which helps keep it interesting as well.
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