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Anne Morriss
Uncommon Service
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2246140Uncommon Servicehttps://www.gandhi.com.mx/uncommon-service/phttps://gandhi.vtexassets.com/arquivos/ids/1878580/d41dd8c4-f8d5-43d5-842a-5b21c6b8382e.jpg?v=638342111556900000517718MXNHarvard Business Review PressInStock/Ebooks/<p>Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.</p><p>In <em>Uncommon Service</em>, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.</p><p>The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:</p><p> <strong>How do customers define excellence in your offering?</strong> Is it convenience? Friendliness? Flexible choices? Price?</p><p> <strong>How will you get paid for that excellence?</strong> Will you charge customers more? Get them to handle more service tasks themselves?</p><p> <strong>How will you empower your employees to deliver excellence?</strong> What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?</p><p> <strong>How will you get your customers to behave?</strong> For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?</p><p>Practical and engaging, <em>Uncommon Service</em> makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.</p>...2073576Uncommon Service517718https://www.gandhi.com.mx/uncommon-service/phttps://gandhi.vtexassets.com/arquivos/ids/1878580/d41dd8c4-f8d5-43d5-842a-5b21c6b8382e.jpg?v=638342111556900000InStockMXN99999DIEbook20129781422142363_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9781422142363_<p>Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.</p><p>In <em>Uncommon Service</em>, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.</p><p>The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:</p><p> <strong>How do customers define excellence in your offering?</strong> Is it convenience? Friendliness? Flexible choices? Price?</p><p> <strong>How will you get paid for that excellence?</strong> Will you charge customers more? Get them to handle more service tasks themselves?</p><p> <strong>How will you empower your employees to deliver excellence?</strong> What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?</p><p> <strong>How will you get your customers to behave?</strong> For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?</p><p>Practical and engaging, <em>Uncommon Service</em> makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.</p>...9781422142363_Harvard Business Review Presslibro_electonico_10e30836-207c-3688-92a5-85e5ee1674c9_9781422142363;9781422142363_9781422142363Anne MorrissInglésMéxicohttps://getbook.kobo.com/koboid-prod-public/ingram50-epub-5a23f8d7-48ed-4701-bdc3-9e3fd10ac589.epub2012-01-17T00:00:00+00:00Harvard Business Review Press