222 x 146 mm, 200 pages RRP: R150, ISBN 978-1-4152-0032-2 Publication date: July 2007, Category: Business Description Customer service is no longer an extension of business. It is the core of it. Nor is rendering good service sufficient. The global economy is a heaving sea and if you don’t attain supremacy in customer service you may drown. This practical book begins with guidelines for executives and managers on how to develop a competitive frame of mind. Part Two focuses on how to create the proper service infrastructure. Part Three explores the behaviour of employees in interactions with customers. And Part Four provides some fundamental reminders regarding customer service. The 101 “lessons” – by way of which the author systematically guides the reader through the entire range of levels of engagement, organisational structures, mindset adjustments and activities needed to attain service supremacy – are mostly short, to the point and practical units, often illustrated and supported by exercises and “exhibits” that further enrich the text and deepen the reader’s grasp of the subject matter. Dancing with the Customer, Paul Dorrian’s fifth book, comes with a foreword by Gail Klintworth, chairman of Unilever South Africa and an international array of endorsements. “The benchmark has moved” – Gail Klintworth, chairman of Unilever South Africa, Johannesburg “After reading it, I can add Lesson # 102 : after a while, read it again!” – Anjo Joldersma, CEO Kramp Groep, Holland “A must for those busy executives struggling for survival in the increasingly competitive environment.” – Sandy McLeish, Managing Director, Nampak East Africa, Kenya “Use it well and you will have a finely honed strategic weapon that will have your business soaring way beyond the opposition.” – Hugo Hagen, Marketing Communications Manager, InVeritas Global Holdings, Johannesburg “An essential tool for any organisation wishing to capitalise on the value of fostering customer loyalty.” – Alex Adendorff, Senior Client Service Executive, Grant Thornton UK LLP, London “A guide to achieving and maintaining what most consider to be an almost impossible task: supremacy over one’s opposition in the customer’s mind.” – Kim van der Merwe, Technical Sales Director, FlavourCraft, Durban From Dancing with the Customer, page 23 The road to service and market supremacy starts with pleasing one customer at a time. A good example of this approach can be found in Starbucks, the world-famous speciality coffee company which built itself into a major world brand with a strategy of delighting its customers one cup at a time. A company’s CEO, together with his or her management team, must focus on ensuring that each experience the customer has with the company, its products and its people is superior to anything its opposition can provide. Supremacy is achieved by winning the hearts and minds of each individual customer, so that the collective result is absolute loyalty and a commitment from each customer. This needs to be reinforced with each successive customer experience. To read on Quick to read, plainly laid-out and full of useful ideas and reminders of the basic principles of business. Felicity Duncan, Moneyweb E-mail us a comment on this book. (Comments may be edited and used on this website.) To buy this book www.exclusivebooks.com www.kalahari.net home   writers   books   contact   buy   rights all content © Umuzi, Random House Struik this website designed and maintained by Guanaco.co.za