User Heart Menu Basket Cross Plus < Minus <

Sorry, we are no longer taking orders

Our priority is to fulfil all existing orders whilst ensuring the health and wellbeing of our colleagues and customers alike. Please be assured that our warehouse team is working hard to ship all existing orders as quickly and safely as possible. Orders may take up to 7 weeks to be delivered.

Unfortunately you can no longer log into your account, but please do not worry. This does not mean your order is not being processed. You will receive a tracking email as soon as your order has been dispatched. You are still able to contact Customer Services by email at contact_centre@thebookpeople.co.uk or call 0345 602 3030 (Monday – Friday, 9am – 5pm) for any questions you may have.

Thank you for your continued patience and understanding. The Book People

Uncommon Service - 9781422133316

Product Details

  • Product code: BDNOW
  • ISBN: 9781422133316
  • Publisher: Harvard Business Review Press
  • Format: Hardback
  • Dimensions: 23.3cm x 16.3cm
  • Pages: 272
  • Publish date: 07/02/2012

Uncommon Service (Hardback)

Uncommon Service - 9781422133316

Frances Frei


  • Our price £23.00
Notify me
Add to wish list
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance -- for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: * How do customers define "excellence" in your offering? Is it convenience? Friendliness? Flexible choices? Price? * How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? * How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? * How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology? Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.

Product Details

  • Product code: BDNOW
  • ISBN: 9781422133316
  • Publisher: Harvard Business Review Press
  • Format: Hardback
  • Dimensions: 23.3cm x 16.3cm
  • Pages: 272
  • Publish date: 07/02/2012

Reviews

Help our customers make the best choices by telling everyone what you think about this product.

There are currently no customer reviews for this product. Why not be the first?

Rate & Review
  • Our price £23.00
Notify me

We hope to have this item available again soon.


Add to Wishlist

 2019 - The Book People Ltd. The Book People Ltd is registered in England. Company number 2290665. VAT Number: 664509028.
Registered address: The Book People Limited, Salisbury House, Weyside Park, Catteshall Lane, Godalming, Surrey, GU7 1XE.