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Title: Customer at the Crossroads: From Parable to Practice by Barbara "B.J." Hateley, Eric Harvey, B.J. Hateley ISBN: 1-58376-080-6 Publisher: Berrett-Koehler Pub Pub. Date: 18 July, 2000 Format: Paperback List Price(USD): $9.95 |
Average Customer Rating: 4.88 (8 reviews)
Rating: 5
Summary: Absolutely delightful - and RIGHT ON!
Comment: I just don't understand why I am not reading about this little book everywhere. Maybe because it doesn't look like a typical book it can't find a place in a bookstore. But frankly, it has more true business wisdom than I found in such "bestsellers" as Good to Great, Gung Ho, or even Customers for Life. I suggest you buy several copies, give them to your staff, and see if they don't make a difference in how your employees interact with your customers. The story - charming; the illustrations - perfect; the result - better business. Give it a shot and see if you don't agree. You'll never spend your training budget better.
Rating: 5
Summary: Big Ideas in a Small Space
Comment: Providing excellent customer service is like the weather -- everybody talks about it, but nobody seems to do anything about it. BJ Hately and Eric Harvey have! Here's a great little book that's perfect for kicking off, or re-invigorating, a customer service program at any kind of business. It's short and simple, but that's what makes it so effective for all levels.
Rating: 4
Summary: Way to Go
Comment: BJ Hateley has certainly tagged the basics for what really counts in customer service. Having just returned from a tour of Italy where I experienced first hand the extraordinary professionalism and pride that constitutes "European service" I know exactly what Hateley is talking about and the difference it makes to the customer. The difference between real caring and "acting like you care" is all the difference in the world. This is a great funny little book with very well taken points.
Jeanne Segal PhD
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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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Title: Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffrey Gitomer ISBN: 188516730X Publisher: Bard Press Pub. Date: September, 1998 List Price(USD): $30.00 |
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Title: Raving Fans : A Revolutionary Approach To Customer Service by Ken Blanchard, Sheldon Bowles ISBN: 0688123163 Publisher: William Morrow Pub. Date: 19 May, 1993 List Price(USD): $20.00 |
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