- Taschenbuch: 304 Seiten
- Verlag: Hyperion (11. Juni 2003)
- Sprache: Englisch
- ISBN-10: 1401397743
- ISBN-13: 978-1401397746
- Größe und/oder Gewicht: 20,8 x 14 x 2 cm
- Amazon Bestseller-Rang: Nr. 1.329.782 in Englische Bücher (Siehe Top 100 in Englische Bücher)
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Einleitungssatz
It always seems like emergencies come up when you're not ready for them, and that's exactly what happened during the escapade of the navy blue cashmere topcoat. Lesen Sie die erste Seite
Buchdeckel | Copyright | Inhaltsverzeichnis | Auszug | Rückseite
It always seems like emergencies come up when you're not ready for them, and that's exactly what happened during the escapade of the navy blue cashmere topcoat. Lesen Sie die erste Seite
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45 Rezensionen
10 von 10 Kunden fanden die folgende Rezension hilfreich
I loved this book
9. Juli 2003
Format:Gebundene Ausgabe
Once again, there's not a lot that's terribly new here but the basic concept of customer service cannot be overstressed: treat people as you would like to be treated yourself. I own a high-end retail establishment on Madison Avenue in New York City. I had become so fed up hearing my employees complain about the mega-stores and mega-brands taking away our business that I had them read this book and we discussed it at a staff meeting. It made a huge difference, and the customers have definitely noticed. If you like this one, then I would also recommend the new book about a small coffee business called "Beans." The same tenets apply.
16 von 18 Kunden fanden die folgende Rezension hilfreich
Put tears in my eyes
10. September 2003
Format:Gebundene Ausgabe
In a world where "that's not my problem" and "we have our policies" too often reign, from large companies and small ones both, this book is sheer delight. I read this book while smarting from being treated as if having no water in our house for several days were not an emergency. The well company came on a Friday, appeared to have fixed the well and left. Twenty minutes later, the problem came back. Had they subscribed to the Jack Mitchell philosophy, the service guys would have come back later that day, or on Saturday so that we wouldn't have been left without water for the weekend. But nope, their weekends are more important than customers. When he finally called me back, I even asked the owner if he could give me a beeper or cellphone number so that I could let him know if the next service call also didn't solve the problem. He refused. Now compare this with the Jack Mitchell philosophy, which is that an emergency is whatever the customer defines as an emergency, and that the customer counts. And the customer counts not because this creates a fatter bottom line (which it does), but because people matter. That's the part that put tears in my eyes. His sincerity on this point came through loud and clear. The book rates a "5" both on emotional and logical grounds. I read tons of business books every year, and this one truly stands out.
5 von 5 Kunden fanden die folgende Rezension hilfreich
5 stars is not enough!
8. Januar 2004
Format:Gebundene Ausgabe
I have read over 50 books on Customer Service. This is by far the best of all of them. It goes into great detail on what things you need to do, not just the fact that you need to do them. I have sent them two emails, and they responded in less than a day-That's better than 90% of the companies out there...If you are going to read a book this year, this should be the one. It is insperational, and motivational for anyone dealing with the public, even Governmental agencies could learn a thing or two, or three or...
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