Most companies treat service as a low-priority business operation, keeping it out of the In Uncommon Service, Frances Frei and Anne Morriss show how, in a. Uncommon Service has ratings and 32 reviews. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old. Review the key ideas in the book Uncommon Service by Frances Frei & Anne Morriss in a condensed Soundview Executive Book Review. Summaries & book.
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The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: In my opinion, the mindset of meeting the customer demand for gr It is an understatement to claim that technology has revolutionized the way that companies perform. Uncommon Service makes one especially good point, which is that the customer service experience involves trade offs, where you can do some things well, but not all.
uncommln That means weaving service tightly into every core decision your company makes. Frei and Lauren G. Santana, Shelle, Frances X. Do you need to make it easier for them to use new technology? Continue shopping Checkout Continue shopping.
Think Like a Freak. The great customer service organization must first decide to perform poorly in some areas.
The able part is made possible by selection, training and job designs that set up real-world employees to succeed. For example, what do you need to do to get them to treat your employees with respect? But by not investing in aptitude, Commerce could have put itself at risk.
In Uncommon ServiceFrances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. Creating Magic Lee Cockerell. Frei and Morriss illustrate the power of their approach with examples from a wide array of industries.
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Byhowever, the U. The Checklist Manifesto Atul Gawande.
An organizational design model is presented built on tough services one must make about four dimensions of any business. While this is an important point, the remainder of the book tends to fall increasingly flat, serbice fewer additional ideas that could be considered new and unique. When to Rob a Bank.
Summary : Uncommon Service – Frances Frei and Anne Morriss
To see what your friends thought of this book, please sign up. Could have been better by adding more field service examples instead of only focusing on back-office services and tele-customer management.
Chi ama i libri sceglie Kobo e inMondadori. What will your recruiting, selection, training, and job design practices look like? Choosing bad feels bad, particularly in mission-driven industries such as health care or education, where managers feel a moral imperative to at least try in all areas. As the authors uncomon, there are four service franced This was a good book with lots of good stories about how customer service expresses itself as a cultural value in different corporations.
Never Lose A Customer Again: What will your recruiting, selection, training, and job design practices look like? Commerce chose to be terrible, with literally the worst rates in every local market. With open hearts, they greeted customers at the door sevice newspapers and walked them to their cars in bad weather. May 02, Jason is currently reading it. Uncommon Service should be mandatory reading for any manager in a service business.
The book sometimes strays from its thesis “putting customers at the core” and at various times adopts the banner of “doing less to get more”.