- Taschenbuch: 160 Seiten
- Verlag: The One Minute Manager; Auflage: New ed. (26. Februar 1998)
- Sprache: Englisch
- ISBN-10: 0006530699
- ISBN-13: 978-0006530695
- Größe und/oder Gewicht: 12,9 x 0,9 x 19,8 cm
- Durchschnittliche Kundenbewertung: 33 Kundenrezensionen
- Amazon Bestseller-Rang: Nr. 44.043 in Fremdsprachige Bücher (Siehe Top 100 in Fremdsprachige Bücher)
Raving Fans!: Revolutionary Approach to Customer Service (The One Minute Manager) (Englisch) Taschenbuch – 26. Februar 1998
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A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, 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. Raving Fans is written in the parable style of The One Minute Manager and 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 a passing fad. Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. 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.
"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 new business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and 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. -- Dieser Text bezieht sich auf eine andere Ausgabe: Audio CD.Alle Produktbeschreibungen
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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.
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.
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.
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. RAVING FANS is a big success in providing you with simple instructions for making large strides toward achievable perfection in providing service.
Imagining perfection is a critical first step to improvement, yet most people have never thought about what that could mean. Then testing that perfection with customers (and potential customers) must be done to be sure that there is a valid opportunity, and to be able to understand customers' ideas about achievable perfection. Then attaching the idea of continuous improvement toward that vision is also valuable, and useful.
There are plenty of practical tips about how to do each part in RAVING FANS, which is key to making this book so valuable.
One of the reasons that I enjoy writing reviews about books on-line is that I can find a book like RAVING FANS that agrees so much with my own perspective and research. This book will quickly get you past your Psychology of Disbelief, Bureaucracy, Procrastination, Communiation, and Ugly Duckling stalls. Good for Ken Blanchard and Sheldon Bowles . . . and good for you, too! Even better for your customers!
If you like this book, be sure to go on to read GUNG HO, the second book in the series, which deals with getting employees fired up to produce great service for Raving Fans. The third book in the series, BIG BUCKS!, just came out, and is a worthwhile successor to the first two. I suggest you read all three if you have a business or aspire to have one that provides well for employees, customers, and owners.
A good related book is THE CUSTOMER CENTERED COMPANY by Richard Whiteley.
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but you really learn so much and are inspired by the story of the Manager.
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