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Title: Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success by Leonard L. Berry ISBN: 0-684-84511-3 Publisher: Free Press Pub. Date: 12 February, 1999 Format: Hardcover Volumes: 1 List Price(USD): $26.00 |
Average Customer Rating: 4.87 (15 reviews)
Rating: 5
Summary: Don't Miss This Outstanding Book!
Comment: The challenge with many business books today (especially those focused on service excellence), is the lack of actual tools to implement the ideas or concepts presented. Dr. Berry's new book "Discovering the Soul of Service" is loaded with real-life case studies from world-class organizations and their continued quest for service excellence. After reading many of the service books available in the U.S. today, this is best that I've read. Thank you Dr. Berry for showing us the path to pure, sustained excellence.
Rating: 5
Summary: If you only read one business book in 1999, this is the one!
Comment: Len Berry really understands what it takes to run a company that delivers excellent service, and he lays it out in a very readable and engrossing way. But he is also shining a bright light on what makes an excellent company, because long-term great service can only come from a great company. This is a wonderful book for anyone who wants to learn more about what differentiates winning companies over time. I found the detailed examples and anecdotes he uses fascinating.
I bought ten copies of the book, and gave them to leaders in the companies with which I am involved!!
Rating: 4
Summary: True, sustainable recipe for sucessful Customer Service
Comment: It is very difficult for me to work with "interviews and case study" based books since they are almost invariably full of "brilliant" quotes and "success and beyond-duty" stories that, to say the least, sound too good as to be of a sustainable nature in real world. This book is based on experiences and what seems very solid research and, for sure, is not free of this type of passages; and yet, it is one of the most useful and often-referenced books that I own and work with. So, if you will yourself through it, you'll find one of the best and most down-to-earth books on Customer Service. The author identifies nine drivers that can make any organization successful, all of them emphasizing the human nature of the relationship with customers (customer-centered). It is truly a recipe for success, more easily applicable to on-going enterprises rather than to start-ups. From this book the reader can produce very useful check-lists to diagnose the company and its strategic practices regarding their service approach. It can also be used as a guiding document to move a company to a truly customer-awareness territory and, most important, to keep it there. Of special relevance is the author's brilliant exposition in the final chapter "Lessons from World-Class Service Companies", where the reader obtains a rarely seen synopsis of all the good things that excellent companies do "to sustain their excellence". If nothing else, this chapter by itself justifies buying this book and incorporating it to your professional library.
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Title: ON GREAT SERVICE : A FRAMEWORK FOR ACTION by Leonard L. Berry ISBN: 0029185556 Publisher: Free Press Pub. Date: 01 April, 1995 List Price(USD): $30.00 |
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Title: DELIVERING QUALITY SERVICE by Valarie A. Zeithaml ISBN: 0029357012 Publisher: Free Press Pub. Date: 19 March, 1990 List Price(USD): $36.00 |
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Title: Marketing Services : Competing Through Quality by Leonard L. Berry ISBN: 002903079X Publisher: Free Press Pub. Date: 01 September, 1991 List Price(USD): $32.95 |
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Title: The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger ISBN: 0684832569 Publisher: Free Press Pub. Date: 10 April, 1997 List Price(USD): $32.50 |
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Title: Services Marketing by Valarie Zeithaml, Mary Jo Bitner, Dwayne D. Gremler ISBN: 0072471425 Publisher: McGraw-Hill/Irwin Pub. Date: 16 July, 2002 List Price(USD): $133.85 |
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