Ken Blanchard’s "Raving Fans" is a book that details an interesting business approach. The protagonist, who is called “The Area Manager” is new to his job and doesn’t know where to start. Luckily, he’s visited by a person (or being) known only as “Charlie”. Charlie’s purpose is to show The Area Manager the three "magic secrets" to make what he calls raving fans, the ultimate in customer service. Charlie emphasizes that satisfying customers isn’t good enough nowadays, and that the best way to be a successful is to create raving fans. Be different, be better. Throughout the book, Charlie teaches The Area Manager about the mysterious "three secrets" by taking him to different businesses that use
I would like to share a couple of examples showing good customer service and bad customer service. Good customer service- A homeless man comes into a public health clinic, and he needs to have services so that he is able to stay in the shelter later on that evening. The clerk assists the patient by getting
Treat our customers with sincerity, kindness, and respect, and think of new ways to impress, delight, and surprise them.
The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal
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The book Raving Fans by Ken Blanchard and Sheldon Bowles is written in parable style which teaches the average person the importance of providing customer service and implementing effective systems to create “Raving Fans” a basic requirement. A raving fan is a customer who is extremely satisfied with the level of service they receive that they can’t help but tell everyone about it.
Finally, the clock says 8:55. Only five more minutes until your eight hour shift, which honestly felt more like twelve, is over. The store looks perfect and all of the housekeeping chores are taken care of. As you are walking to lock the front door, a large family comes rushing in asking if the store is closed. With a fake smile plastered on your face, you tell them the store closes in less than five minutes, so they promise to be quick. Now their kids are running around and the parents are ripping apart the T-shirts you just folded. Being polite and helpful in these situations is hard, and all you want to do is tell them to get out. Customer service is important, but it can sometimes be a challenge. Still, there are a few key steps to giving good customer service that can ensure that the customers will have a positive experience while shopping with the company.
Carl Sewell’s book “Customers for Life” is devoted to teaching the businessperson of today ways in which they can turn one-time buyers into customers for life. He states that every customer has the ability to be worth 332,000 dollars to your business if you can keep them for life. Mr. Sewell is the number selling luxury automobile dealer in the country. He started from the bottom and manipulated his automobile business into a 250,000,000-dollar business. In his book he explains the things that he has found to work for his business in great detail so that you may also apply them to your business. The entire book revolves around these 10 commandments to customer service:
Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective area. Just as it is the case with most acquisitions, job uncertainty at E-Z RP came into question when the acquisition was announced, however, all of the employees were able to remain employed. The issue was that most of the positions E-Z RP
In this paper we will look at outrageous customer services and three principals of customer service. We will also cover intergrading principals of customer service personally and professionally. Often in this paper we will use Costco as a model to explore the concepts of customer services. The goal of this paper is to get a clear understanding of what outrageous customer service is and what it looks like in action through the Costco experience.
This case study analysis is based on the 2009 case study from Stanford Graduate School of Business titled Zappos.com: Developing a supply chain to deliver WOW! It begins with the general overview of the background, philosophies and current problems faced by Zappos. This is followed by a hierarchal ranking of the four major presenting problems for the company, which are: maintaining the “wow” image without overspending, inventory management/distribution problems, transportation efficiency problems and customer behavior problems.
We will encounter those who we disagree with, we will encounter those who make us upset, and we will deal with those in which we must step back and realize that we have to approach the situation from a different aspect or angle. Being able to control your anger is essential in a customer service area, when feeling yourself lose your cool remember the cues and bring yourself back from the dark side.
By providing exceptionally great customer service, you will not only make happy customers, but you’ll have customers who will continue to come back. In the short run, this may end up costing your company a bit more money, but in the long run you’ll see the benefit, because each customer will not only spend more money with you, but they’ll tell their friends about the great experience they had with your company.
2.understanding & meeting customer need :. Search Customer Good customer service if they get two or three people will be told that they show any kind of business customer satisfaction because the first priority. Word of mouth recommendation and references, most new businesses are key drivers of. But - if the
A major customer is the consumer who is having a long-term relationship with the product or service provider. They can be regarded as the main target consumer or business for a corporation. This type of consumer has a long-term corporation and business dealings with the company. The advantage of having one major customer is that the customer may require the corporation to provide larger products supply and it has a small probability for customer to break their promise which may help the corporation make high profit. In addition, a long-term relationship with consumer may help the company increase the brand awareness and also the keep the company in good reputation. A good brand awareness and reputation may attract other consumer to buy