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Download America's Service Meltdown: Restoring Service Excellence in the Age of the Customer eBook

by Raul Pupo

Download America's Service Meltdown: Restoring Service Excellence in the Age of the Customer eBook
ISBN:
0313386021
Author:
Raul Pupo
Category:
Marketing & Sales
Language:
English
Publisher:
Praeger; 1 edition (June 16, 2010)
Pages:
167 pages
EPUB book:
1772 kb
FB2 book:
1282 kb
DJVU:
1203 kb
Other formats
rtf doc lrf lrf
Rating:
4.2
Votes:
677


Raul's new book is a hard-hitting story of our many failures to put the .

Raul's new book is a hard-hitting story of our many failures to put the customer first. Thanks for showing us how to do better. Those who aspire to be leaders should take Pupo's timely book to heart. America's Service Meltdown is so persuasive and valuable that it should be mandatory reading for all executives who want their organization to have that all-important competitive edge.

Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; a. .

Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service.

Customer services - United States, Customer relations - United States. Santa Barbara, Calif. Books for People with Print Disabilities. Internet Archive Books. Uploaded by ttscribe22. hongkong on July 4, 2018. SIMILAR ITEMS (based on metadata). Terms of Service (last updated 12/31/2014).

America's Service Meltdown book. Goodreads helps you keep track of books you want to read. Start by marking America's Service Meltdown: Restoring Service Excellence in the Age of the Customer as Want to Read: Want to Read savin. ant to Read.

Raul talks about America’s Service Meltdown with marketing guru Barry Epstein. See Raul Pupo on YouTube. com/watch?v h3f0oa6yYt8. Customer service: raul speaks at distinguished lecture series. America’s service meltdown’s image gallery. How ideology masquerades as impartial economic analysis. Customer service claims as rhetorical spin. The united kingdom is resurgent. Find us on Google Plus. Follow Us on Twitter.

Based on the author's extensive personal and professiona.

America’s Service Meltdown: Restoring Service Excellence in the Age of the Customer has been hailed by both world-class business people and leading academics he book has earned the Pinnacle Business Book Achievement Award and been named a Top Five Business.

America’s Service Meltdown: Restoring Service Excellence in the Age of the Customer has been hailed by both world-class business people and leading academics he book has earned the Pinnacle Business Book Achievement Award and been named a Top Five Business Book Title by the Washington Post.

Pupo recently wrote a book titled, America's Service Meltdown: Restoring Service Excellence in the Age of the Customer. Story continues below

Pupo recently wrote a book titled, America's Service Meltdown: Restoring Service Excellence in the Age of the Customer. Story continues below. The service sector represents the foundation of our economy now, but we’re in danger of losing our advantage in services, just as we have in manufacturing, he says. We stand to lose service again to the Asians, who don’t confuse service with servility, as we do here in the west, who are willing to work extra hours and to go the extra mile, Pupo said.

A 2007 study found that 59% of customers in the United States stop doing business with companies after a bad service experience. The same study found that 41% of respondents worldwide usually classify service as fair, poor or terrible, while only 5% deem it excellent. Effective service delivery depends on managing a set of critical service factors, specific actions that create a direct, positive customer experience. This set of parameters calls for systematically assessing company functions that touch your customers.

The Customer Service Survival Kit : What to Say to Defuse Even the Worst Customer Situations. by: Gallagher, Richard S. Published: (2013). At Your Service : How to Attract New Customers, Increase Sales, and Grow Your Business Using Simple Customer Service Techniques.

In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back.

• Includes case studies and vivid, firsthand experiences and anecdotes

• Presents chapters modularly organized into subtopics for easy reading

  • Mamuro
America's Service Meltdown: Restoring Service Excellence in the Age of the Customer
Customer service in the United States would have to improve to be merely poor. That's the urgent message of America's Service Meltdown by Raul Pupo. The author is an experienced CEO and entrepreneur who is passionate about service excellence and wants to save organizations from the dire consequences of our country's ever-growing service deficit. Pupo's book explains how service quality got so bad and maps out four critical success factors needed to turn things around and build a self-perpetuating customer-centric service culture. Customer service is not narrowly defined as "what the customer service department does," but is seen as a much broader concept. Customer service permeates every function in the organization from executive leadership, strategic planning, finance, legal, sales, marketing and I.T. to production and human resources.

My key take-away from the book was the strong case it made for the strategic value of focusing organizations on their customers. Focusing on finance and quarterly results leads to myopic, short-term thinking. Focusing on new sales rather than service means high customer attrition and low growth since sales teams have to run as fast as they can just to stay in place. Focusing on products leads to an emphasis on features, not usability. Only focusing on delivering excellent customer service aligns the entire organization around the goals needed for sustained growth and profitability.

If you're an executive or manager who wants a thoughtful, pragmatic guide for moving from poor to excellent service, written by someone who has "been there and done that," America's Service Meltdown is highly recommended.
  • Dorilune
With the first decade of the XXI century behind us, it was to be expected for organizations to have already achieved excellence in regards to customer service, since it seemed to be a must toward the end of the last century.

Mr. Pupo's book shows with amazing clarity how far a lot of organizations still are from offering an excellent customer service (the reader will no doubt feel identified with some of the situations presented), highlighting the fact that in order to achieve excellence in this subject, a strong resolve to want to make it happen must be present in the highest levels of an organization. Additionally, this conviction to customer service must be present in the organization's mission statement, objectives and strategies, as well as its policies and operational and management processes, particularly in its human resources, with special emphasis on its frontline workers. NEVERTHELESS, what is most important is for high-level executives and managers to be genuinely convinced about the need to perfect customer orientation and to show it in their day-to-day activities and decision-making.

Mr. Pupo's book analyzes the behavior of organizations in terms of being or not customer centered. At the same time, it is warning for the future, in terms of Mr. Pupo, because in this age of the Internet and digital communication, each day that goes by the costumer role changes from being someone subdued to becoming a demanding client with higher power.
Organizations planning to remain in this global market will have to reconsider their real interest on zeroing in their focus on the customer and, for those organizations, Mr. Pupo's book will no doubt be an excellent starting point.
  • Zut
The true mark of success for any business is its long-term sustained growth. A successful enterprise provides financial returns to shareholders, challenging employment opportunities to team members and most importantly a valuable product or service to its customers.

In America's Service Meltdown, Raul Pupo provides key guideposts for today's business leaders to articulate a vision for their organization that puts their customer's front and center. Its message defines a culture that values service to both customers and coworkers as well as an operating philosophy that encourages and rewards front line workers for providing excellent service.

Pupo's book is not a primer or `how to' instruction manual. Today's executives know that Service Excellence is not a one size fits all for every business. Pupo captures the critical success factors that all organizations need to design into their operating model for long term success.

America's Service Meltdown is a call to action! It's time for America's business leaders to step up to the tough decisions, understand that this quarter's financial results will not guarantee success. Acquiring, retaining and growing customers is the key and Pupo's book helps to unlock the door.
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  • Snowseeker
Finally! Somebody who tells it like it is. Raul Pupo's America's Service Meltdown is a wake up call to what several of us have been noticing recently. Although the United States is a Service-based economy, the focus on the customer has been lost somewhere, somehow.
The author paints a very real picture of the current state (or lack thereof) of the Customer Service experience in most industries; however, what I think is the most critical point of the book is that something can be done about it.
The author clearly delineates the key critical success factors required to drive a successful Customer Service strategy, thus creating a roadmap for any executive interested in improving his/her respective organization's level of customer service.