Dancing with the Customer: 101 Lessons in Service Supremacy - Softcover

Dorrian, Paul

Softcover

ISBN 10: 1415200327 ISBN 13: 9781415200322

Publisher: Penguin Random House South Africa, 2009

Synopsis

This easy-to-read book provides guidelines for the creation of service and market supremacy by using customer service as a strategic tool. Among the 101 lessons covered are: *developing a competitive frame of mind *guidelines for executives and managers as to how this can be achieved *creating the proper service infrastructure *the practices necessary to create service supremacy *how employees should behave when interacting with customers. The book also provides fundamental reminders as to the importance of service as a strategic weapon. It is an invaluable aide to any business wishing to increase its market share and retain customer loyalty.

About this title

About the Author

Paul Dorrian graduated from Strathclyde University in Glasgow, majoring in economics and marketing, then joined the industrial division of Esso (Exxon) in London. In 1979 he joined a Scottish advertising agency as Account Director. This position took him to the USA, Canada and Europe, and introduced him to management consulting. He emigrated to South Africa in 1982 and joined the then University of Natal as lecturer in marketing and advertising. In 1988 he left the University to start his own consulting practice. He now heads The Dorrian Consulting Group, a successful management consulting company that specialises in strategy, marketing, organisational effectiveness and customer service.

Edition details

• Publisher: Penguin Random House South Africa
• Publication date: 2009
• Language: English
• ISBN 10: 1415200327
• ISBN 13: 9781415200322
• Binding: Paperback
• Number of pages: 200