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Inconvenience Stores: One Year in U.K. Customer Service Paperback – 6 Dec 2004


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Product details

  • Paperback: 176 pages
  • Publisher: Ardra Press; Revised edition edition (6 Dec 2004)
  • Language: English
  • ISBN-10: 0954867815
  • ISBN-13: 978-0954867812
  • Product Dimensions: 21.4 x 13.6 x 1.4 cm
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (4 customer reviews)
  • Amazon Bestsellers Rank: 2,058,911 in Books (See Top 100 in Books)

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Product Description

From the Inside Flap

Every retail vacancy requires outstanding 'customer service' skills. Recent regulation shows that government believes that a prosperous nation is built on customer service. Companies are promoting the big new USP: customer service. Every third call wants your feedback on their customer service. Chief Executives shout from the rooftops: 'we listen to our customers.' Customer service consultancy has grown into a multi-million-pound industry. Every new management textbook praises the customer-centric organisation and purports to take it to a new level... But has any of this made a difference to the service we receive today? We all want customers to spread the word about our service. But which words are they spreading? Has all of the effort been worthwhile? Inconvenience Stores: One Year in UK Customer Service is a unique book - a customer service travelogue. Benefiting organisations, employees and customer communities, this book focuses on the descriptive, rather than prescriptive and takes a temperature check of the great differentiator: excellent customer service.

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Most Helpful Customer Reviews

2 of 2 people found the following review helpful By Graham Stock on 16 Mar 2005
Format: Paperback
Mark Bradley is the Ozzy Whicker of the customer service world. "Inconvenience Stores" offers the breezy insight of a travelogue exposing poor service in the UK and beyond ... and much of the action plays out before his long-suffering family. The author's lively and colourful descriptions of the highs and lows of everyday shopping experiences will bring a rueful smile to many fellow customers, and provide a valuable reality check to the organisations that claim to be serious about customer service.
This book deserves to wash through the retail industry like a champagne enema, to lift one phrase that hit this reader like a cork from said bottle. To extend the bling analogy, Ardra Press adds another jewel to its crown with "Inconvenience Stores", and Mark Bradley takes his place in the VIP lounge of accessible business commentators. Here's a question for him, though, on the subject of those champagne enemas. Are they really so special, or are they just for people with more money than sphincter?
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1 of 1 people found the following review helpful By G. Naughton on 16 Feb 2006
Format: Paperback
I came across this book by chance and found it very funny. But then I found myself looking for the things Mark talks about and realised what an impact Inconvenience Stores had had on me!
If you've ever stood in the queue at a motorway service station with a ball of frustration tightening in your stomach, you'll sympathise with what Mark Bradley describes. And how many times have you saved up those little incidents to tell your family and friends? Well, they're all here - and more.
Bad customer service in the UK is so much part of our everyday lives, we don't even notice it, but once Mark Bradley has opened your eyes, you'll never enter a shop again without thinking how many marks out of ten you'd give it and making mental notes to pass on to him if you ever find yourself side by side in a queue somewhere!
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1 of 1 people found the following review helpful By Colin DMarvell on 10 Jan 2005
Format: Paperback
In Mark Bradley's latest book he effectively transfers reality TV to the written page.This easy to read travelogue documents a year in the life of a typical family who find themselves at the receiving end of some of the best and worst UK customer service.Offering a monthly case study (or two)in each chapter Mark offers a humourous and knowledgeable observation of real events and, in some, disects the background process to give the reader an invaluable insight.
A well thought out and presented book that makes a refreshing change from all those theoretical 'guru' offerings.
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By Andy Green on 20 Feb 2010
Format: Paperback
If you have ever pulled your hair out, despaired at customer 'dis-service' - you will find Mark Bradley's book a comfort in leading a rallying call about poor customer service.
The book, laced with anecdotes and humour, explores why customer service is characterised more by its absence than its presence.
It will serve as the equivalent of a caffeine boost in encouraging those who seek to promote customer service as a norm in everyday business life.
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