- Paperback: 160 pages
- Publisher: Harper; New edition edition (1 Sept. 2011)
- Language: English
- ISBN-10: 0006530699
- ISBN-13: 978-0006530695
- Product Dimensions: 12.9 x 0.9 x 19.8 cm
- Average Customer Review: 53 customer reviews
- Amazon Bestsellers Rank: 9,807 in Books (See Top 100 in Books)
Raving Fans : A Revolutionary Approach to Customer Service Paperback – 1 Sep 2011
- Choose from over 13,000 locations across the UK
- Prime members get unlimited deliveries at no additional cost
- Find your preferred location and add it to your address book
- Dispatch to this address when you check out
Frequently bought together
Customers who bought this item also bought
Enter your mobile number or email address below and we'll send you a link to download the free Kindle App. Then you can start reading Kindle books on your smartphone, tablet, or computer - no Kindle device required.
To get the free app, enter your mobile phone number.
A straightforward and snappy guide to successful customer service from the author of the bestselling The One Minute Manager. Raving Fans, in a nutshell, is the advice given to a new Area Manager on his first day -- in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Raving Fans is written in the parable style of The One Minute Manager and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature -- not just a passing fad. Business is in the midst of a service crisis that has left millions of disillusioned customers in its wake. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace -- and turn their customers into raving, spending fans.
From the Publisher
Inside Flap Copy
Told in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach listeners how to define vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.
America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.Description
The story of a golfer and his male fairy godmother who guides him through encounters with outstanding service in a variety of business settings is an eloquent parable about customer service. The three-part formula: First, decide on a vision-a level of service that perfectly reflects what you want to give customers. Second, discover the specific needs and expectations of your customers and weave them into your vision of how to serve them. Third, deliver your vision a step at a time, being absolutely consistent before stepping up the service to the next level. Everyone serious about customer relationships should hear this.Foreword
Successful organisations have one common central focus: Customers. It doesnt matter if its a business, a professional practice, a hospital or a government agency, success comes to those, and only those, who are obsessed with looking after customers.
This wisdom isnt a secret. Mission statements, annual reports, posters on the wall, seminars and even television programmes all proclaim the supremacy of customers. But in the words of Shakespeare, this wisdom is "more honoured in the breach than the observance." In fact, generally speaking, customer service, in a word, stinks.
And no wonder. Look at how weve been training our managers. When I was in college, we took courses in marketing consumer behaviour. The assumption was that the public was a mindless group of buyers and that with proper advertising and promotion products could be produced en masse and sold to naïve buyers. Unfortunately, as I tour the country speaking, I find too many young managers still think this way. Advertising, product positioning and market share pricing strategies are all important. But when all is said and done, goods arent sold; products and services are bought.Author Biography
Ken Blanchard is the founder and Chairman of The Ken Blanchard Companies. His One Minute Manager series has sold over thirteen million copies and been translated into more than 25 languages. He has also written or co-authored numerous other books, including Gung Ho! , Big Bucks! and Raving Fans.See all Product description
Customers who viewed this item also viewed
Top customer reviews
There was a problem filtering reviews right now. Please try again later.
This book will explain to you what are the core principles starting and running a business which your customers trust and are highly likely to visit again.
Do not expect to get some elaborate business plans from this book.. What youll get out of it are the foundations. All the lines in between you will have to fill in by yourself.
I want to start a small business of my own and after reading this book i am feeling more confident as it underlined my believes of how a company should be operating.
Definitely i would recommend this book to a friend.
I found this rather too obvious. I guess I'm already doing the right things at work because this book didn't add to the sum of my knowledge.
Usually I appreciate the clarity with which this range (One Minute Manager, Gung Ho) cut through the confusion to expose the nub of the matter. Raving Fans just didn't do it for me. I'm not convinced by it - usually I buy hook line and sinker into anything Ken Blanchard says. I didn't buy into Raving Fans though.
I think it felt a little "grasping at theories" and seemed over-complicated.
Read it though - who'd like to leave a gap in reading the whole series?!
Would you like to see more reviews about this item?
Most recent customer reviews