IT Professionals should read this NOW (Bangalore India) October 17, 2002 -...

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Raving Fans: A Revolutionary Approach To Customer Service
Ken Blanchard, Sheldon Bowles

Raving Fans: A Revolutionary Approach To Customer Service - image

Rating: 4.0/5 Stars
Rank: 579

IT Professionals should read this NOW
(Bangalore,India) October 17, 2002 - 5.0/5 stars

The new Area Manager is wondering on what could be done to retain his customers and his job. Just then a fairy godmother "Charlie" appears and takes him around to businesses that create raving fans through exemplary customer service.

Let us take the case of a visit to a departmental store. Our Area Manager is looking for a book to be gifted to this wife on her birthday.

Upon arrival he and Charlie are greeted by the sales staff who pin a complimentary white carnation on their suits.

The store has a superb play area for children. The rest rooms are glittering and the towels are neat and crisp.

The book he is looking for is not available at this store but the lady at the books section dispatches her assistant to procure it from a neighboring shop, gift wraps it and hands it over to her customer - at no extra cost.

Our Area Manager is amazed. How can they afford to do this? Pat comes the reply from the man who runs the business - How can you afford NOT to do this?.
Charlie takes our Area Manager for golf in between visits to several such places of excellence.

They come up with three simple but important principles to create RAVING FANS.

This book applies to all businesses.

Take the case of the IT industry. Technocrats who focus more on technology than on their customers staff this industry.

Till recently, thanks to the global shortage of well-trained professionals in this area, a streak of arrogance and sharp edges were common traits.

"We are knowledge Workers - Stock Options and hefty salaries are our birthright" was a common belief in this tribe.

Suddenly, the IT industry finds itself swamped by competition and surplus people.

Many companies whose stock prices pierced the roof a couple of years ago find themselves in Chapter 11. Customers have won again.

They now exercise their choice and demand value for money- not just tech talk by smart yuppies. As in any other industry, only those companies that ensure stellar customer service at all levels of the Organization will be able to succeed.

To all those who need to understand these core values I recommend this book.

Customer Review: 4 of 45

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Customer Reviews

Raving Fans: A Revolutionary Approach To Customer Service
Ken Blanchard, Sheldon Bowles

Customer Review 3 - 5 of 45


3.	IT Professionals should read this NOW.
	(Bangalore,India) October 9, 2002 - 5.0/5 stars
	The new Area Manager is wondering on what could be done to retain his customers and his job. Just then a fairy godmother "Charlie" appears and takes him around to businesses that create raving fans... read full review

Current Review
4.	IT Professionals should read this NOW
	(Bangalore,India) October 17, 2002 - 5.0/5 stars
	The new Area Manager is wondering on what could be done to retain his customers and his job. Just then a fairy godmother "Charlie" appears and takes him around to businesses that create raving fans... read full review

5.	Want to make your organization shine above the competition?
	(Sarasota, FL) December 7, 2002 - 5.0/5 stars
	An incredible book that helps the reader on a journey towards creating a customer friendly organization. Simply put, this book hits the nail on the head...satisfied customers are simply not good enough, you must... read full review

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Editorials

Sample 3 of 9

Raving Fans: A Revolutionary Approach To Customer Service
Ken Blanchard, Sheldon Bowles


	-- Lynn Posluns President, Fairweather
	"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!"

	-- Eamon Ryan President, Lexmark Canada Inc.
	"An easily understood message and one every organization needs to hear."

	-- Jim Pattison President, The Jim Pattison Group
	"A great commonsense approach to customer service"

All Editorials(9) | Product Info | Product Listings

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