The title of this book can be a little misleading because ostensibly this is just a book about how to deal with complaints. And while complaints are talked about on just about every single page, this book is really about a much more important and broader topic: delivering great service. Everyone knows that great service is important, yet very few companies deliver it well. Why is that? The concept of great service is a simple enough concept, but in practice it’s actually a very (more…)

The third edition of this best-seller updates its detailed information about how to construct, evaluate, and use questionnaires, and adds an entirely new chapter on customer loyalty. Included are two different methods of sampling and determining an appropriate sample size for reliable results; the reliability and validity of results; real examples of customer satisfaction measures and how they can be used; guidelines for developing questionnaires; scale development; the concept (more…)

From Publishers Weekly

Management consultant Griffin here addresses the failure of the “market share” theory. Presenting case studies-Home Depot’s customer intimacy standard; Sharp Electronics’ sales doctor approach-she stresses the need to develop customer loyalty programs. Griffin deftly examines pricing, value, customers’ purchasing cycles, positioning and targeting to create repeat purchasers. She ponders: What “exactly” does a company do that engenders loyalty? A Florida pic (more…)

Customer Service: Career Success in the Service Economy, 4e provides a systematic process for building service skills that all business people need. Presented in a friendly, conversational manner, the book is filled with examples that demonstrate the link between service skills and career achievement. This edition emphasizes the impact of customer loyalty on business growth and discusses how to measure a company’s ration of promoters, or Net Promoter Score. Throughout the book (more…)