At Your Service: Calamities, Catastrophies and Other Curiosities of Customer Service - Couverture souple

Becker, Hal

Couverture souple

ISBN 10 : 0471255424 ISBN 13 : 9780471255420

Editeur : John Wiley & Sons Inc, 1998

Synopsis

This aims to be a humourous approach to the exploration of customer service. It features 50 examples from both large and small companies, including Budget Rent-a-Car, Hilton Hotels, Dennys and McDonalds. The author highlights the essential ingredients of customer service and lists the ten companies that have impressed him the most.

A propos du livre

Présentation de l'éditeur

Customer service woes that′ll make you laugh out loud –and cringe in fear

Let′s face it. Getting good customer service these days is about as easy as winning the lottery. In this enlightening collection of true stories, Hal Becker takes a look at how bad customer service has gotten and what can be done to improve it. On the up side–the book features companies which are the best at meeting customers′ needs and giving hassle–free help (rather than a lot of lip).

"Hal Becker has done it again. . . . a light–hearted approach to a serious issue facing all businesses today . . . how to serve and keep customers."–Ray Gross, Senior Vice President, ADT Security Services

"Hal Becker′s new book is a classic about customer service. It has given me a lot to think about and a new motivation to always satisfy the customer."–Pat Williams, General Manager, Orlando Magic

"This is a great book for anyone whose livelihood depends on serving consumers or customers. Those who manage service environments would do well to require their employees to read these instructive stories. It′s a fun way to do important training."–Joel Hyatt, Founder, Hyatt Legal Services

"Hal Becker′s creative ′what should be done′ approach makes the anecdotal stories a unique training book on customer service, one that is entertaining and educational."–Peter T. Gaugn, President & CEO, PIP Printing

Revue de presse

Sur un mode résolument anecdotique, l'auteur raconte par le menu les occasions où il eut à subir un service déplorable. Entre la serveuse qui vous lance un laconique «J'arrive» alors que vous trépignez déjà depuis 10 minutes ou la vendeuse qui vous ressert ses vieilles ficelles du type «essayez le 36, le cuir ça se détend toujours...» alors que vous chaussez du 38 1/2, forcément la lecture de ces mésaventures vous rappellera quelque chose. Il n'en demeure pas moins que ces anecdotes révèlent un vrai problème de fond : le manque chronique d'attention portée au client. Or, à l'heure où les nouvelle technologies supprime le contact direct, la satisfaction client devient un souci marketing plus crucial que jamais. -- Idées clés, par Business Digest

Détails de l'édition

• Éditeur: John Wiley & Sons Inc
• Date d'édition: 1998
• Langue: anglais
• ISBN 10: 0471255424
• ISBN 13: 9780471255420
• Reliure: Broché
• Illustrateur: Tennant Rich
• Nombre de pages: 280
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible