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Title: Fabled Service: Ordinary Acts, Extraordinary Outcomes by Betsy Sanders, Elizabeth A. Sanders, Lee A. Hubbard ISBN: 0-89384-270-2 Publisher: Pfeiffer & Co Pub. Date: January, 1995 Format: Hardcover Volumes: 1 List Price(USD): $22.50 |
Average Customer Rating: 4.43 (7 reviews)
Rating: 5
Summary: Betsy¿s Fables
Comment: Once a young lady offered her mother-in-law to a retail outlet that had a no questions policy on returns. In another better known case, a customer returned used tires to the legendary Nordstrom which accepted it politely though it had never ever sold a tire. Fables are born when excellence captures the imagination of the customers.
This book brings out what lies behind the secret of such excellence when it comes to customer service. Such service that becomes fabled comes straight from the heart of the employees. The challenge then is to hire those whose hearts are for whom they serve and to train and lead them into excellence of service delivery.
Through well structured illustrations from companies like SAS, Nordstrom, McDonald's, Wal-Mart, The Ritz Carlton, the message is driven straight to the heart -Make service everything your company is and does. This is accomplished through two sets of employees - those who serve the customers directly and those who serve these employees. Hiring for the right attitude and leading these men and women to excel is the "how" of the story.
The book mostly picks examples from retail, the philosophy and scope extends to all industries. After all, there is no business without a customer. Though all of us agree that the customer is the purpose of our business, at the top of our organization charts we never find the customer. The customer is conveniently forgotten in the organizations' most important document. Not at Nordstrom for example. Here the organization chart is an inverted pyramid with customers at the top. It takes a different mind set to accept such realities. In fact it not a state of the mind, but a matter of the heart.
Recommended for professionals working in today's "knowledge industries". Maybe they will gain some knowledge on what it means to serve customers!
Rating: 2
Summary: Inspirational - if you're having problems being inspired...
Comment: .
The book is pretty, nice graphics, good fonts, lots of white space, etc. I personally agree that good serice is a good thing. But the message is pretty simple and the focus is hammer, hammer, hammer... This is like a Tony Robbins publication with a micro focus.
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Here are the seven suggested "Commitments":
1. To Make Service Everything Your Company Is and Does
2. To Be of Service in ALL That You Do
3. To Act On the Belief That You Are in Business to Serve Customers
4. To Serve Those Who Serve the Customers
5. To Design Every Part of Your Business With Service as the Desired Outcome
6. To Be In Business to Serve Society
7. To Create and Sustain the Vision
But these commitments simply don't work in all situations and all companies. The "service is good" idea has been twisted into a religion - and there's a lot of religion here - the pictures include Albert Schweitzer and Mother Theresa! How can I argue against them?
Hopefully I won't be damned because I didn't give it 5 stars.
Rating: 4
Summary: Solidly Informative
Comment: Fabled Service is solid proof of the importance of customer service supported by Sanders's experience with Nordstrom. Businesses strive for customer service, and Sanders provides useful and detailed explanations and strategies for how to attain the basic concept of excellent customer service. Fabled Service is as good as Michael Levine's Guerilla PR: Wired, which explains how to attain excellent public relations coverage in the modern age without busting the budget.
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Title: The Nordstrom Way : The Inside Story of America's #1 Customer Service Company by Robert Spector, Patrick D. McCarthy ISBN: 0471161608 Publisher: John Wiley & Sons Pub. Date: September, 1996 List Price(USD): $19.95 |
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Title: The Big Book of Customer Service Training Games by Peggy Carlaw, Vasudha K. Deming ISBN: 0070779740 Publisher: McGraw-Hill Trade Pub. Date: 01 September, 1998 List Price(USD): $19.95 |
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Title: BE OUR GUEST : Perfecting the art of customer service by Disney Institute ISBN: 0786853948 Publisher: Disney Editions Pub. Date: 01 June, 2003 List Price(USD): $10.95 |
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Title: Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company by Robert Spector ISBN: 0471355941 Publisher: John Wiley & Sons Pub. Date: 15 January, 2000 List Price(USD): $24.95 |
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Title: Delivering Knock Your Socks Off Service by Ron Zemke, Kristin Anderson ISBN: 081440765X Publisher: AMACOM Pub. Date: October, 2002 List Price(USD): $18.95 |
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