Raving Fans : A Revolutionary Approach To Customer Service

Rating:
Summary: good concepts, juvenile delivery
Review: The intellectual content of this little book could fit nicely and succinctly in a 500-1000 word magazine or journal venue. Instead, Blanchard sticks to the successful story telling formula that served him well in The One Minute Manager. The concepts are good, and I think their true value lies in their simplicity. They are easily understood and therefore should be easy to apply. Successful implementation may be another matter. If you agree with the concepts, and it's hard to see how you wouldn't, the actual book is a great tool to get them out to your people. The long narrative has the effect of beating the points into your head and the examples leave little to the imagination as to how the concepts can be fleshed out. I have found that people who last raved about Who Moved My Cheese also rave about this book. Those who don't care for this type of cutesy, least common denominator writing style will try to get through it as fast as possible and glean the concepts for further consideration afterwards. It can be read cover to cover in about an hour and a half at a pretty leisurely pace. Regardless of whether or not you like the style of the book I think you will find the concepts and down to earth examples good food for thought in your own enterprise.

Rating:
Summary: Raving Fans
Review: This book is a great read and a resonable explantion of the importance of customer service in any business. It is especially great if you are new to the world of work and/or customer service. Young students can gain a great deal from this book, from how to treat customers, find customers, knowing what drives customers, to how employees should be treated by a supervisor and the company that employs them. In response to Mike from Utah...exactly who do you think works in the customer service industry? The vast majority of American service providers are minimum wage earners, and, yes, some like their jobs. Employers have to keep them motivated somehow. This book not only provides a peek at how to do that, but, in typical Blanchard style, is a lighthearted, easy to understand read. The book says nothing about "automation employees". Quite the opposite...giving your employees the authority to make the decisions necessary to help a customer frees them from that automation. If you learn anything from reading this book...it is just that.