Great or Poor (Paperback)

Paperback. Great or Poor is a powerful and proven system to deliver excellent customer experiences in any organisation. Based around four key principles, the book shows readers how to (1) establish a genuine customer-focused mission which is embraced throughout the organisation (2) identify and understand customers' REAL needs (3) get their teams always to go "the extra inch" and (4) establish a true measure of the results. The system has already been tried and tested in a number of organisations with great results. In the words of Guy Insull, founder and MD of The Champions Club, it is is "an amazingly simple yet powerful system"; Neil Robertson, CEO of The British Institute of Innkeeping, describes it as "a real breakthrough"; and author Richard Denny says it is "the best material on customer care that I have ever come across". Great or Poor is a simple and effective system to help you consistently deliver excellent customer experiences, throughout your organisation each day, every day no matter what your position. Author and consultant Guy Arnold explains how the system can work in any customer-oriented organisation. Shipping may be from multiple locations in the US or from the UK, depending on stock availability.…