From AudioFile
The story of a golfer and his male fairy godmother who guides him through encounters with outstanding service in a variety of business settings is an eloquent parable about customer service. The three-part formula: First, decide on a vision-a level of service that perfectly reflects what you want to give customers. Second, discover the specific needs and expectations of your customers and weave them into your vision of how to serve them. Third, deliver your vision a step at a time, being absolutely consistent before stepping up the service to the next level. Everyone serious about customer relationships should hear this. T.W. © AudioFile 2004, Portland, Maine-- Copyright © AudioFile, Portland, Maine



"A great commonsense approach to customer service"



"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!"



"An easily understood message and one every organization needs to hear."



"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction."



"A great commonsense approach to customer service"



"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction."


Book Description
"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results. Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month. America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

ANNOTATION

Written in the parable style of The One Minute Manager by its co-author, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make stunning customer service a constant feature -- not just another program of the month.

FROM THE PUBLISHER