book data
218 ratings,
3.63
average rating, 38 reviews
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published
May 19th 1993
by William Morrow
binding
Hardcover, 160 pages
isbn
0688123163
(isbn13: 9780688123161)
description
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers...more
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other reviews (showing 1-20 of 297)
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avg 3.63
editions: all | this edition
editions: all | this edition
Jerry Springer is less insulting to human intelligence. More useful as toilet paper.
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Read in August, 2008
recommended to Aaron by:
Employer Training Programrecommends it for: (sound of crickets)
Not that I expected anything different, but this "revolutionary approach to customer service" is pretty simplistic. I admit that I read it as a requirement at work. There are three main lessons in the book and the rest is filler. Undoubtedly, the author began with a basic outline. That outline was then stolen by a rouge children's author who, then completed the story around it. "I did it as a joke... but they're going out like that". The three basic lessons are solid co...more
Read in May, 2007
recommends it for:
People in Business or Retail
The book is a 130 page anecdote about a struggling salesman. He learns basically three things to help him create Raving Fans. First he learns that he must really listen to the customers and then visualize a business that he wants to create. For example, a department store where all the employees greet you by your name, serve you coffee, polish your shoes, let you bring 1000 clothes to the dressing room, etc...
The second thing to do is to find out what is the customers expectation...more
The second thing to do is to find out what is the customers expectation...more
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Read in January, 2003
If you are a boss or teacher, I think this story will help inspire you to understand what it takes to get the most from your organization or classroom. "Going above and beyond" is a theme left behind in today's me-first society, but leaders and teachers who are willing to take the extra step will still get the extra results that are waiting for them. Excellent ideas, examples and applications can be found in these pages.
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Read in March, 2009
recommends it for:
service providers
It is in my interest as a business man to KNOW what my customers think of my service to them. What I interpret as satisfaction may just be a sort of resignation to "this is the best they can do and I don't have the energy to bug them to do it better."
Best principle: construct a way to measure customers' level of satisfaction and work on continuously improving it.
Every business needs more than 'satisfied customers'. Each business needs 'raving fans' that will p...more
Best principle: construct a way to measure customers' level of satisfaction and work on continuously improving it.
Every business needs more than 'satisfied customers'. Each business needs 'raving fans' that will p...more
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Read in February, 2002
Your satisfied customer is eventually going to become someone else’s customer. Make your customers and clients passionate (positively) about the service that you provide and they will stay as long as you are in business. Strive to be better today than you were yesterday.
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Read in January, 2009
This book is corny, and written like the script from Its a Wonderful Life. The story of a sassy golfing 'fairy god father' leading a manager through imaginary businesses that give amazing customer service. Its a quick read and gave me some great ideas!
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Read in February, 2006
recommends it for:
Business people
I am not a fan of intructional fiction, but this is the best one of that category. Some of the stories to illustrate customer service are extreme, but the idea is still valuable. Raving Fans customer service is a level all businesses should aspire to.
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Read in December, 2008
A very easy, but fascinating read that definitely makes you think about the level of service you give and how you can give better service to those you work with and even your family. I would recommend it to anyone with customers, which is most everyone.
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Read in December, 2008
The lessons are simple - as they should be. Very similar to "Fish!", which is why I read it. I think this is something I will refer back to in the future.
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Read in May, 2009
This review has been hidden because it contains spoilers. To view it,
click here.
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Read in January, 2009
I really like Ken Blanchard's series of management books. They provide simple lessons via story telling. I always remember the concepts for a long time.
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Read in August, 1995
A good fairy helps the Area Manager discover the three secrets of raving fans: developing vision, merging with customer focus, and the 1% rule.
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Read in September, 2008
Had to read for work. A fresh look at customer service, I find myself thinking about this book sometimes when dealing with customers.
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Read in January, 2009
recommended to Michael by:
Scott
What a great book! I can't wait to put this information into practice. I am already deciding what my vision should be as I begin with my new responsibilities and new team. No question this will be info I will use for the rest of my life and in all situations, whether it be work, church, or family!
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Reading this for work discussion. So far a good book on customer service.
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Read in September, 2008
recommends it for:
front-line customer service employees and managers
A simple read, but well worth the time. Book jumps right in, never really setting-up its premise or goal. Both become clear as you progress: it is a fictional account of a new sales manager's journey. A little dated, and sometimes corny, but worthwhile investment of an evening to add Raving Fans themes to your library of customer experience thought.
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