- Gebundene Ausgabe: 160 Seiten
- Verlag: William Morrow; Auflage: 1 (19. Mai 1993)
- Sprache: Englisch
- ISBN-10: 0688123163
- ISBN-13: 978-0688123161
- Größe und/oder Gewicht: 21,3 x 14,7 x 1,7 cm
- Durchschnittliche Kundenbewertung: 4.2 von 5 Sternen Alle Rezensionen anzeigen (30 Kundenrezensionen)
- Amazon Bestseller-Rang: Nr. 212.291 in Englische Bücher (Siehe Top 100 in Englische Bücher)
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Produktbeschreibungen
Kurzbeschreibung
Written in the parable style of "The One Minute Manager" by its co-author, "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 stunning customer service a constant feature--not just another program of the month. Abridged. 2 CDs.
-- Dieser Text bezieht sich auf eine andere Ausgabe:
Audio CD
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Synopsis
Shows readers how to define a vision, learn what a customer really wants, institute effective systems, and turn customers into raving fans.
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Einleitungssatz
Panic. Palpitations and Panic. He was aware of sweaty palms and cold feet as he wandered around his new office, the Area Manager's office. Lesen Sie die erste Seite
Buchdeckel | Copyright | Auszug | Rückseite
Panic. Palpitations and Panic. He was aware of sweaty palms and cold feet as he wandered around his new office, the Area Manager's office. Lesen Sie die erste Seite
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2 von 2 Kunden fanden die folgende Rezension hilfreich
Format:Gebundene Ausgabe
Beware. The thesis is excellent, but the "Readers Digest"-style writing is extremely lightweight and annoying. This is a fluffy, motivational "parable" about becoming customer focused. It offers imaginary examples of how to please customers without any actual advice on how to implement these types of ideas in real-world situations.
If you're interested in improving your customer service and customer focus, look for something more substantial than this little book. If you're just looking to feel good about improving customer service and don't have a long attention span, this is your book.
1 von 1 Kunden fanden die folgende Rezension hilfreich
Format:Gebundene Ausgabe
My boss is addicted to books like this. Instead of getting out and actually finding out how his staff feel about their jobs, their coworkers, their customers and the company, he devours trite little one-size-fits-all management books like this one. His office is full of them, and he orders them by the case to hand out to his favorite people (instead of pay raises, oh goody).
The one lesson to be learned from Ken Blanchard, et al., is that if you really want to to make lots of money in business, put together a how-to book on management full of trite tips like "show your customers you really care", and "encourage your employees to be creative", and follow up with a roadshow of seminars and training sessions.
Offer motivational posters, keyrings, ball hats and mouse pads with content free inspirational messages for bosses to hand out to employees instead of actual perks and benefits, and offer fancy diplomas suitable for framing for those unlucky enough to be forced to attend seminars on their own time.
The ideas in this book are really nothing more than vaseline.
1 von 1 Kunden fanden die folgende Rezension hilfreich
Format:Gebundene Ausgabe
Re: Raving Fans by Ken Blanchard
I have a question. Why wasn't this book published as a leaflet? The entire lesson could have been taught in about 5 pages.
While I agree with the three fundamental guidelines described in the book, I thought the structure of the book was a bit juvenile. The anecdotes were very farfetched and somewhat archaic. For example: (1) the cab driver who just happens to have a cooler full of soft drinks for her customers and two thermoses with regular and decaf coffee, and (2) the full-service gas station??? I could have thought up better stories than these. Or at least stories that apply to the real world.
And what's with the golf? This isn't even relevant to the book....but it sure helps to take up space.
I expect more out of a published author with his credentials. I've heard a lot about Blanchard, but haven't read any of his books until now. Rest assured I won't ever read one again. Perhaps that's the most important lesson I learned for my $20 spent.
My recommendation: BORROW it from a friend if you're really interested.
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You've Got to be Kidding
This was the most insulting book I've ever been asked to read. It was simplistic, childish, and saccharine. I've read comic books that had more depth! Lesen Sie weiter...
Am 18. Juli 2000 veröffentlicht
KISS
Keep It Simple Stupid...and Ken Blanchard does just that! What a cold bucket of ice water this tome must be for business owners and employees everywhere. Lesen Sie weiter...
Veröffentlicht am 20. Mai 2000 von Scott
GREAT MODEL TO APPROACH PERFECTION THROUGH INNOVATION
In a world of almost no service, RAVING FANS takes the opposite perspective -- that virtually perfect service is worth pursuing. Lesen Sie weiter...
Veröffentlicht am 30. April 2000 von Donald Mitchell
Light-hearted read
Gets the point across with some humor. Received this book as a gift from my real estate broker who is very customer service oriented and encourages her agents to maximize their... Lesen Sie weiter...
Veröffentlicht am 28. April 2000 von Elizabeth Mills
Give your customers a symbolic hug!
Another wonderfully practical but deceptively simple work from these authors. Through the usual storyline you are presented with a three step plan, interlinked and integrated, that... Lesen Sie weiter...
Veröffentlicht am 11. Dezember 1999 von Bhanu Dhir
This Stuff Really Works
This book is very easy read, usually taking less tha a few hours. It contains good ideas that are easily applied to any busines situation. Lesen Sie weiter...
Am 13. Oktober 1999 veröffentlicht
Pretty good for a broad audience
This book was a pretty simplistic read, but contained some good ideas that encourage you to think about your own situation. Lesen Sie weiter...
Am 6. Oktober 1999 veröffentlicht
Short, readable, inspirational and practical. A "must have".
This book is great. It's inspirational and leaves you feeling good about customer service as well as having some good concrete ideas. Lesen Sie weiter...
Am 14. September 1999 veröffentlicht
Wonderful customer service primer -- I highly recommend!
This book -- written in parable form -- is not only a fun, easy read, but is also a valuable reminder of the power of each individual to profoundly influence customer experience... Lesen Sie weiter...
Am 6. August 1999 veröffentlicht
GREAT MODEL TO APPROACH PERFECTION THROUGH INNOVATION
A major problem with most books on management processes is that that do too little to focus on how to make large amounts of progress beyond what is now done. Lesen Sie weiter...
Am 28. April 1999 veröffentlicht
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