Uncommon Service

Uncommon Service

How to Win by Putting Customers at the Core of your Business

Book - 2012
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Baker & Taylor
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Perseus Publishing
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.

The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?

How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?

How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?

How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance ? for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.

The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

? How do customers define ?excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price?

? How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?

? How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?

? How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.


Book News
Frei (service management, Harvard Business School) and Morriss, who is associated with a consulting firm that helps leaders identify and overcome performance barriers, argue that service excellence must be part of the everyday routine of businesses and that they must underperform in areas that customers value less in order to provide great service. They describe how to design a system in which all employees can excel, and the elements of a high-service model--a service offering, a service funding mechanism, and employee and customer management systems--illustrated through examples like Commerce Bank, Southwest Airlines, Ochsner Health System, Bugs Burger Bug Killers, Magazine Luiza, LSQ Funding Group, and Zappos. Annotation ©2012 Book News, Inc., Portland, OR (booknews.com)

Publisher: Boston, Mass. : Harvard Business Review Press, c2012
ISBN: 9781422133316
Branch Call Number: 658.812 FRE
Characteristics: x, 247 p. :,ill. ;,24 cm.
Additional Contributors: Morriss, Anne

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joyride6822
Sep 15, 2013

Funny and insightful stories about winning over your customer.

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