Take their breath away: how imaginative service creates devoted customers

While there are several books on customer service, there are no books that focus solely on the out-of-the-ordinary, creative, and funky ways to improve customer service. Take Their Breath Away takes a leadership role in outlining cutting edge, provocative concepts that target everyone who seeks to raise the bar for service by making customers the center of an organizations preoccupationand the focal point of its innovation. Leaders will use this book as the centerpiece and instruction manual for breakthrough meetings on service improvement. Employees will use it as an inspirational guidebook to ramp up the manner they turn routine into rambunctious, Take Their Breath Away provides fresh new examples like the following: 1. A family took a vacation on a Disney Lines Cruise that began with a few days at the Walt DisneyWorld theme park. The morningthey were to shift from their hotel to the cruise ship, they were instructed to leave all of their luggage in their hotel room for pick-up and delivery. Imagine their delight when they arrived on board ship to discover that their luggage was already in their room with the same room number as the hotel--and thesame hotel key opened the door! 2. A patient moved out of state and received a bill from Aurora Health Care in Milwaukee, WI that exceeded the amount it should have been. When the woman called the billing department, they confirmed they had overcharged her. The billing department included a complimentary phonecard along with her refund check. 3. Clinique.coms Personal Consultation helps customers figure out their look and directs them to colors and product linessuited to their features. Once a Clinique.com customer fills out her color profile, its permanently stored at the site. Whenever she clicks on a product category, the page automatically suggests shades and product lines that compliment her coloring and skin type.

• ISBN: 978-0-470-44350-7
• Editorial: John Wiley & Sons
• Encuadernacion: Cartoné
• Páginas: 304
• Fecha Publicación: 15/05/2009
• Nº Volúmenes: 1
• Idioma: Inglés