Customer service may soon be a thing of the past except for a few companies and organizations that pride themselves on providing their customers with extraordinary service. The U.S. is becoming a rude society. Fewer people care about or expect good customer service. Too many companies are living on past reputations. A new generation of senior executives has no idea what customer service is all about. The author attributes this to a society of people all thumbs about their pods, pads and berries and oblivious to the world around them. This book should be a must read by CEOs, senior managers and heads of PR and customer service at all companies, organizations and institutions as well as local, state and federal governments. The book cites how poor customer service or lack of it has caused and exacerbates crises. There are separate chapters on basics, listening, responding, telephone etiquette, and the problem of gate guardians as well as separate chapters for a more comprehensive look at the success of several companies including Amica Mutual Insurance Co., Marriott and Crystal Cruise Lines. The author, Rene A. Henry, draws from the successful practices of CEOs who know extraordinary customer service to provide the reader with a menu of proven ideas that can be adapted for any type of business, product or service. The book looks at how the Nordstrom family empowers its employees with ownership and entrepreneurialism. Why Amica Insurance has been honored time and again for 100 years for the way it treats its customers. How Carl Sewell became one of the nation s largest luxury car dealers by turning one-time buyers into a lifetime customers. The way Amazon has profited from Jeff Bezos customer-centric philosophy. The importance Bill Marriott, Jr. places on management by walking around has made it the leader in the hotel business. Ukrops Supermarkets became a major regional chain with a contrarian strategy. Brad Tilden attributes the success of Alaska Airlines to the company s culture and passion for customer service. Crystal Cruise Lines is consistently ranked #1 in its category because Gregg L. Michel and his team listen and respond. Jim Cabela of Cabela s spends time every week to personally read and answer mail in order to exceed customers expectations.
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Rene A. Henry has had diverse careers in public relations, sports marketing, housing and real estate, television and entertainment, politics, federal service, higher education and as a trade association executive. He has created and produced award-winning videos and television documentaries and authored books on land investment, utility cogeneration, sports and public relations. His latest book, Customer Service: the cornerstone of success, is about the winning strategies, philosophies and practices of CEO?s of companies providing extraordinary customer service. His two books on crisis - Communicating In A Crisis; You'd Better Have a Hose If You Want to Put Out the Fire - and Marketing Public Relations are used by professionals, professors and students. They also cite examples of how poor or non-existent customer service led to crises. The Iron Indians is about the remarkable 1953 William & Mary football team that lost only once in its first six games with only 24 players and 16 on scholarship. Offsides!, a book about officiating in the National Football League, was published in August 2001. He received his A.B. degree in economics from The College of William & Mary, did graduate study in marketing at West Virginia University and has taken executive courses at Harvard University and Georgetown University law schools. In 2010 he was awarded the William & Mary Alumni Medallion, the highest honor the college's alumni association can bestow on a graduate.From Booklist:
Multibook author Henry (Communicating in a Crisis, 2008, and The Iron Indians, 2011, are but 2 of the nearly 10 titles in his oeuvre) obviously does his homework. Every one of his 12 chapters on customer service is not only footnoted but also filled with his own and other companies’ anecdotes about good and not-so-great business interactions. The problem is, most of this information is old news, having been covered by others in much more detail. A few cases in point: Nordstrom and the Ritz Carlton have, for years, been the subject of and received innumerable accolades for customer service, as have Alaska Airlines and Crystal Cruise lines, to mention just two travel-related companies. Although he updates the narrative with many recent books and articles, much of his advice, again, is a retread, such as listen, be available and reachable, monitor what the competition is doing. Ad infinitum. On the other hand, Henry’s theme and information to support it will resonate with those new to customer service, for whom this book will be of service. --Barbara Jacobs
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Book Description Gollywobbler Productions, 2013. Paperback. Book Condition: Brand New. first edition. 118 pages. 8.40x5.30x0.40 inches. In Stock. Bookseller Inventory # 0967453550