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Great or Poor: A Simple System to Deliver Excellent Customer Experiences [Paperback]

Guy Rory Arnold
4.9 out of 5 stars  See all reviews (17 customer reviews)
Price: 14.99 & FREE Delivery in the UK. Details
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Book Description

2 Nov 2011
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".

Frequently Bought Together

Great or Poor: A Simple System to Deliver Excellent Customer Experiences + The Ten Principles Behind Great Customer Experiences (Financial Times Series) + Five Star Service: How to Deliver Exceptional Customer Service (Prentice Hall Business)
Price For All Three: 41.08

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Product details

  • Paperback: 200 pages
  • Publisher: Management Books 2000 Ltd (2 Nov 2011)
  • Language: English
  • ISBN-10: 1852526939
  • ISBN-13: 978-1852526931
  • Product Dimensions: 14.9 x 20.7 cm
  • Average Customer Review: 4.9 out of 5 stars  See all reviews (17 customer reviews)
  • Amazon Bestsellers Rank: 520,225 in Books (See Top 100 in Books)

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Product Description


"This is the best material on customer care that I have ever come across - absolutely superb!" Richard Denny, Author of the bestselling Selling to Win, and Chairman of the Richard Denny Group "This is an amazingly simple yet powerful system. I cannot recommend it highly enough." Guy Insull, Founder and MD, The Champions Club "This book is a real breakthrough in simple and effective help for businesses large and small." Neil Robertson, CEO, The British Institute of Innkeeping "A refreshing change from the usual run of management self-help books." Ian Marshall, Chairman, Markel International "Great or Poor shows managers and leaders how systematically to turn common sense into common practice in the field of customer service." Ted Tuppen, Chief Executive, Enterprise Inns PLC

About the Author

Guy Arnold is a former director of a FTSE 100 company who now runs his own training and consultancy business. He founded greatorpoor.com in 2006, and now helps organisations to effect real change throughout their operation, aiming to develop enhanced bottom line profit for the long term, through delivering consistently excellent customer experiences.

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Customer Reviews

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Most Helpful Customer Reviews
1 of 1 people found the following review helpful
5.0 out of 5 stars Clue is in the title 7 Jan 2012
This book is not just straightforward, but crucially its also useful. It speaks to simple and intuitive truths but does so effectively at both a stratgeic and day-to-day level. Guy Arnold gives you a model, but more importantly the self-belief that this key business pillar is not impenetrable, but can be conquered by a dose of good sense allied to energy and commitment. This book is not okay, and therefore poor, its great.
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1 of 1 people found the following review helpful
5.0 out of 5 stars Great or Poor 4 Jan 2012
By Fiona
Working in the Hospitality industry is all about positive customer experiences, therfore this is a subject close to my heart. I have worked with Guy in the past and used elements of this simple system to deliver excellent customer experiences and quite simply it works! Guy is very passionate about the subject and it comes across in the book. Not one to sit on the shelf one to refer to time and time again.
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5.0 out of 5 stars Excellent, worth every penny! 9 Jun 2014
Format:Paperback|Verified Purchase
Explains how to employ a simple system which will in improve company performance. Easy to read read and worth your time and every penny.
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5.0 out of 5 stars Simple but effective - the key to profit 3 Aug 2013
Format:Paperback|Verified Purchase
The key to revenue and profit growth is engaging customers effectively and making them feel valued. Just common sesne, but not commonly practiced, even by large, sophisticated companies who should know better. Guy's book neatly encapsulates a system to embed good customer experience throughout your business, make it work consistently and ensure it can be measured and continuously improved. No jargon or consultant psychobabble - clear and direct advice from a previous FTSE 100 board director who knows his stuff.
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5.0 out of 5 stars A principle based outlook on customer service 18 Oct 2012
By Pani
Format:Paperback|Verified Purchase
I'm on my 3rd time reading this book - I like to go back to it regularly to check if I've missed anything. This contents of this book is based on sound principles, and having seen the first hand results of following some of the items discussed in the book I can fairly point out, having the experience of testing the concepts, that they work very well. They need little adjusting to suit any business or organisation. They can be implemented across profit and not for profit organisations.
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5.0 out of 5 stars Managers please read! 26 May 2012
How many places have you been to where the basic tenets of customer service are poor or non-existent? I found Guy's advice clear and simple to follow. He has great insights into management and customer psyche.
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I find Guy Arnold's Great or Poor a refreshingly simple and straightforward guide which if followed faithfully can lead to the delivery of customer excellence and consequently customer retention. Devoid of the usual doublespeak one finds in academic tomes or from those who have never had to live or die by their principles and practices on how to service the customer Great or Poor quickly gets to the heart of the matter. Follow four, apparently simple but at times difficult to execute, principles and the upshot will be unimpeachable service excellence. Peter Drucker agrees with Guy that "the customer defines the business" and as Guy says "Whether you like it or not, your customers are already talking about you... Your challenge is to make sure that whatever is being said about you is 'great' on an ongoing basis." I can't help but recommend this book to any practitioner in marketing, sales, service, and related corporate functions.
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5.0 out of 5 stars Excellent, passionate, a must have! 18 Jan 2012
By jules
An excellent book written by a passionate man whom I consider to be the best in his field of expertise. A must have and a really useful tool.
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