One Size Fits One : Building Relationships One Customer and One Employee at a Time
Editorial Reviews
Midwest Book Review
Three renowned experts (Gary Heil, Rick Tate, and Tom Parker) show how a business can set itself apart from the pack in One Size Fits One. The key is providing outstanding service and customizing for individual needs. One Size Fits One presents a sure-fire ten-point program for achieving outstanding service that's designed to attract more business, cater to individualized customer needs in a systematic way, and help gain competitive advant-age. Enhanced by caste studies of strong service companies in action, as well as numerous worksheets, assessment exercises, and improvement models, One Size Fits One illustrate how to instill a commitment to quality service throughout the organization, how to remedy customer problems quickly and fairly, strategize customization principles, establish a company-wide program of continuous service improvement, eliminate ineffective management practices, accurately measure your current level of service quality, and establish a sense of accountability for quality service in every employee.
--This text refers to the
Hardcover
edition.
Book Description
Advance praise for: One Size Fits One "It's a book that should be read every year. With customers today having more choices than ever before, how you serve them could be the difference between keeping or losing those valuable customers and your business. One Size Fits One will help guide you." -Chandler Barton, Chairman, Coldwell Banker Corporation "A powerful, must-read map for discovering a valuable and elusive treasure: customer loyalty. One Size Fits One will transform you into a demanding consumer and passionate service provider to customers, associates, and employees." -Chip R. Bell, Author, Customers as Partners and Managing Knock Your Socks Off Service "One Size Fits One will show your organization how to treat every customer like they're your only customer." -Roger Dow, Vice President and General Sales Manager, Marriott Hotels and Resorts Worldwide, Co-author, Turned On "If you are in the service business you have to read this book! Gary is one of the few people in this field who truly understands that the environment you create for your employees largely dictates the quality of service your customers will receive." -Kim Jeffery, President and CEO, Perrier Group of America "Profound and powerful, One Size Fits One lays out a convincing argument for the ways in which we need to build our organizations to better serve our customers, our employees and our communities." -Patrick O'Donnell, Chief Executive Officer, Apsen Ski Company "In a world where relationships are the currency of the future, this book sets the standard for the next generation of service. Witty, informative, and highly entertaining, One Size Fits One will help you navigate through this highly personalized customer revolution." -Sandra Kurtzig, Founder and former Chairman, ASK Computer Systems
One Size Fits One : Building Relationships One Customer and One Employee at a Time
One Size Fits One : Building Relationships One Customer and One Employee at a Time,Gary Heil,Tom Parker,Deborah C. Stephens,Wiley,0471287067,Business / Economics / Finance,Business/Economics,Consumer satisfaction,Customer relations,Structural Adjustment,Business & Economics / Structural Adjustment,Business strategy,Management & management techniques,Service industries
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