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Title: Raving Fans : A Revolutionary Approach to Customer Service by KENNETH BLANCHARD, SHELDON BOWLES, RICK ADAMSON, KATE BORGES, JOHN MOLLARD ISBN: 0-7393-0953-6 Publisher: Random House Audio Pub. Date: 13 January, 2004 Format: Audio CD Volumes: 1 List Price(USD): $15.00 |
Average Customer Rating: 3.95 (62 reviews)
Rating: 5
Summary: GREAT MODEL TO APPROACH PERFECTION THROUGH INNOVATION
Comment: 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. 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, 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 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!
Rating: 5
Summary: I'm a Raving Fan!
Comment: Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers. Within each story is other nuggets of common sense and good ideas that can be implemented in any company that has customers and wants to create fans. We required our store managers to read the book and each created a list ranging from 20-40 points that they can put into effect at their stores to improve customer service. This is a simple, must-read for every business owner and manager.
Rating: 5
Summary: Great for beginners to customer service!
Comment: This book is a great read and a resonable explantion of the importance of customer service in any business. It is especially great if you are new to the world of work and/or customer service. Young students can gain a great deal from this book, from how to treat customers, find customers, knowing what drives customers, to how employees should be treated by a supervisor and the company that employs them. In response to Mike from Utah...exactly who do you think works in the customer service industry? The vast majority of American service providers are minimum wage earners, and, yes, some like their jobs. Employers have to keep them motivated somehow. This book not only provides a peek at how to do that, but, in typical Blanchard style, is a lighthearted, easy to understand read. The book says nothing about "automation employees". Quite the opposite...giving your employees the authority to make the decisions necessary to help a customer frees them from that automation. If you learn anything from reading this book...it is just that.
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Title: Gung Ho! Turn On the People in Any Organization by Ken Blanchard ISBN: 068815428X Publisher: William Morrow Pub. Date: 08 October, 1997 List Price(USD): $20.00 |
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Title: High Five! The Magic of Working Together by Ken Blanchard, Sheldon Bowles ISBN: 0688170366 Publisher: William Morrow Pub. Date: 26 December, 2000 List Price(USD): $20.00 |
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Title: Fish! A Remarkable Way to Boost Morale and Improve Results by Stephen C. Lundin, Harry Paul, John Christensen ISBN: 0786866020 Publisher: Hyperion Press Pub. Date: 08 March, 2000 List Price(USD): $19.95 |
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Title: The One Minute Manager by Spencer Johnson, Kenneth H. Blanchard ISBN: 0425098478 Publisher: William Morrow & Company Pub. Date: 1983 List Price(USD): $12.95 |
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Title: Who Moved My Cheese? An Amazing Way to Deal with Change in Your Work and in Your Life by Spencer Johnson, Kenneth H. Blanchard ISBN: 0399144463 Publisher: Putnam Pub Group (Paper) Pub. Date: September, 1998 List Price(USD): $19.95 |
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