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'Customer service is simple, focused and about engaging your people first. Feargal's book shows you just how to do this.' -- Allen Leighton, Chairman, Royal Mail 'Listen to customers. Lots of people say this now, but Feargal said it first. He created a wonderful supermarket built around the shopping experience and which became a model for retailers around the world. The book explains how it was done in a simple, clear way. It's a unique story from a unique person.' -- Sir Terry Leahy, Chief Executive, Tesco 'Instinctively and obsessively, Feargal Quinn looks at business the way his customers do: noting the apparently tiny things and drawing from them huge conclusions. No theory is advanced without practical, entirely convincing, examples. And not a single instance of management-speak. The very best businessmen will be the first to welcome this splendid book.' -- Sir Martin Sorrell, CEO, WPP 'Everyone in business should read Crowning the Customer' -- Today FM 'The housewives' favourite appears to be one of those rare authors; somebody who has made a pile of money and now wants to help the country and people in business by showing them how to do the same. Shaw's old adage that those who can do and those who can -- Irish Independent 'The book, has a laser-like focus on customers, makes its points clearly, and then stops. Highly recommended' -- Irish Independent 'This book has sold 50,000 copies here and has been translated into half a dozen languages, which is a testament to its readability and the universal importance of good customer care' -- Irish Independent 'This is an engrossing and informative book.' 'The housewives' favourite appears to be one of those rare authors; somebody who has made a pile of money and now wants to help the country and people in business by showing them how to do the same. Shaw's old adage that those who can do and those who can -- Irish Independent 'This book has sold 50,000 copies here and has been translated into half a dozen languages, which is a testament to its readability and the universal importance of good customer care.' -- Irish Independent
Product Description
How to become Customer Driven
Customer service is the competitive business battleground of the twenty-first century. This book, by an internationally acclaimed entrepreneur, is a hands-on guide for people who run businesses or work in them, written in simple jargon-free style. He explains:
- The 'Boomerang Principle' (bringing the customer back)
- How to get the feel of the market place
- How to listen effectively to the customer
- Customer panels
- Why you should increase the number of complaints
- How to introduce fun and surprise into business.
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Customer Reviews
Most Helpful Customer Reviews
Format:Kindle Edition
This book is easy to read but the message is hard hitting. You can read it in a single evening but the material contained in this gem of a book will influence the way you do business for a lot longer. Written with enthusiasm and humour, this is a really great book.
Format:Paperback
Well what can I say, perhaps uk supermarkets should all get a copy of this and read it cover to cover this guy has got it right "the customer is always right" a highly recomended read if you are in the Retail or customer based business
Format:Paperback
If only all businesses approached customer care the way that this book advocates then we would all have tremendous shopping experiences every time we ventured out!
Whatever the business there are valuable lessons to be learned from this book which is written in plain, no nonsense language with humour and real stories to illustrate the points made.
I recommend this book wholeheartedly to everyone in business - Read it if you dare!
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Most Recent Customer Reviews
A common sense approach to customer care.
At last a pleasurable read which is sensibly written to convey a common sense approach to customer care. Read more
Published on 7 Jun 2002
Excellent book for anyone interested in customer service!
The Irish Grocer gives an amuzing and readable account of a service industry and the importance of satisfying customers. Read more
Published on 7 Dec 2000 by Ian F Ripper
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