Stunning service

BOOK TIP In the book "Umwerfender Service", the authors Ron Zemke, Kristin Anderson and Performance Research Associates explain what makes good customer service, which pitfalls should be avoided and how service can be used to retain customers in the long term and manage them profitably.Even when this service bible first appeared in the early 1990s, it was a huge success. The author Ron Zemke, who has since passed away, succeeds in presenting key findings in a very humorous style. "The customer wants: firstly service, secondly service, thirdly service" - this is Zemke's most important credo. Expectations should not only be met, but exceeded if possible. Today, such teachings are no longer really original, but of course they are still valid. And they are still surprisingly often neglected, although we should know better by now, especially in the much-cited "service desert of Germany". In addition to the most important cornerstones of good customer service, the team of authors also names the pitfalls and deadly sins. This expanded new edition has been supplemented with insights that Zemke and his co-author Kristin Anderson have gathered since the first publication. Dazzling Service is a classic and a must-read for anyone who cares about good service. getAbstract recommends the book to all service professionals who take customer management seriously.getAbstract rating: 8Implementability: 9Innovation level: 7Style: 9Publisher: CampusYear of publication: 2012Pages: 247ISBN: 9783593397320