Raul Pupo

America's Service Meltdown (eBook, PDF)

Restoring Service Excellence in the Age of the Customer

• Format: PDF

Produktbeschreibung

In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.

Produktdetails

• Verlag: Bloomsbury Publishing Inc
• Seitenzahl: 192
• Altersempfehlung: ab 7 Jahre
• Erscheinungstermin: 16. Juni 2010
• Englisch
• ISBN-13: 9780313386039
• Artikelnr.: 38192402

Autorenporträt

Raul Pupo is an entrepreneur, author, speaker, and consultant in the information technology industry.

Inhaltsangabe

Preface Introduction I. Leadership from the Top Leadership in the Service
and Information Age Buggy-Whip Accounting Is Obsolete Industrial-Age Myopia
Is Not Dead by a Long Shot What to Look for in a Customer-Focused Leader
Where to Find a Customer-Focused Leader? What Customer-Focused Leaders Must
Do A Customer Focus versus a Blurred Vision The Principal Leadership
Challenge: Overcoming Inertia Streamlining the Organization for a Customer
Focus Leaders Must Live Their Own Mandate The Greatest Service Story Ever
Told Coming Full Circle II. A Customer Focus Trumps All Other Strategies
The Winds of Change Favor the Customer Strategic Planning Cannot Yield
Strategy Strategic Planning Is All about Control Finding the Customer's
Voice Customer Survey Design and Administration Bring in the Planners No
Customer, No Strategy Ignoring the Customer Is Fraught with Peril III. The
Service Ethic What Is Ethical Behavior? Ethics in Business Regulation Is
Not a Proxy for Ethical Behavior The Service Ethic in Action Service Is a
Non-Zero-Sum Game Customers Are First Quality as an Ethical Standard
Service: Quality versus Quantity Customers as Partners A Partnership Can Be
Sabotaged by Legalisms Communication: A Key Weapon of the Ethical Provider
Customers from Hell! Service Is Not Surrender Is This the End of Personal
Service? IV. Power to the Front Line Frontline Skills That Make a
Difference Vetting the Frontline Worker's Background Aligning Frontline
Performance to the Service Ethic Supporting the Front Line with Education
and Training Deploying Computer Systems That Inform the Front Line
Business to Business: Enter Service Management The Customer Account Manager
Account Manager in Name Only Service Leverage Comes from the Front Line
Everyone Works for the Customer V. Musings on the Economics of Service
Service as a Differentiating Strategy Customer Satisfaction and
Profitability Service Quality, Value, and Price Quo Vadis Customer
Satisfaction? Survey, Survey, Survey Customer Satisfaction versus Customer
Loyalty J. D. Power, Where Have You Been? Considerations in Customer
Acquisition and Retention Don't Fire That Customer-Yet! Poor Service Places
a Heavy Tax on Business Purchasing as a Competitive Sport Auctions in
Reverse Outsourcing: Improved Service or Economy? What's Service Got to Do
with It? Epilogue Notes Index