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This isn't rocket surgery
Claus Moller
The Hidden Force behind Growth, Profits, and
Lasting Value
Thomas Teal
Managing the employee-customer encounter
Jim Asplund
Finally - a book that focuses on the practicalities and common sense of taking care of customers, measuring their experiences, and taking tactical actions to improve!
"...the finest book on customer service I've ever read..."
- Stephen R. Covey
Author, The 7 Habits of Highly Effective People
"A Complaint Is a Gift is itself a gift. This is a jewel of a book about the most important issue in the development of any person or organization-how to respond to feedback from others, especially when it isn't flattering or positive. Follow the authors' eight-step gift formula, and you'll be richly rewarded. ignore it, and you'll pay dearly."
Stressing the importance of building a loyal customer base, Reichheld argues that even a small improvement in customer retention can double a company's profits. He also shows the connections between customer, employee, and investor loyalty. He goes on to describe in detail the changes in compensation, organization, and strategy necessary for companies to build relationships worthy
of loyalty.
The groundbreaking methodology Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service. In the face of widespread perceptions of abysmal customer service and disengaged employees--and all-too-real declining profit margins--the need for change is obvious.
