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3.31 AVERAGE
3.31 AVERAGE
Required reading for work. Would not have chosen this otherwise and would not recommend.
I still remember the examples and principles in this book 15 years after reading it.
This book was recommended to me by someone on synod council. Blanchard is an expert at coming up with succinct ways to look at a topic. He has books on change, customer service and (apparently) golf, that look for very basic concepts - 2 or 3 at most.
Blanchard then takes these 2-3 topics and wraps them in an interesting story. The story is supposed to (in my opinion) capture the reader's attention and make the concepts easy to remember.
Raving Fans does this well. There are 3 concepts that the new manager is supposed to use to improve his company's customer service. I would say that this might actually work. My only concern is that money (raises, bonuses) seem to be an essential part of the plan. And at my job, we have no money for this at all.
However, I will try to find the parts I can use and apply them.
Blanchard then takes these 2-3 topics and wraps them in an interesting story. The story is supposed to (in my opinion) capture the reader's attention and make the concepts easy to remember.
Raving Fans does this well. There are 3 concepts that the new manager is supposed to use to improve his company's customer service. I would say that this might actually work. My only concern is that money (raises, bonuses) seem to be an essential part of the plan. And at my job, we have no money for this at all.
However, I will try to find the parts I can use and apply them.
challenging
funny
informative
inspiring
lighthearted
fast-paced
A quick, fun read to lay the groundwork for customer service principles.
informative
medium-paced
funny
informative
reflective
fast-paced
The best way I can describe this book is ... It's a Wonderful Life married a customer service textbook, and they had a baby. I promise, that combination really does describe this book!
My boss at Chick-Fil-A mentioned that the company uses the "Raving Fan" approach to customer service. Curious, I Googled the term when I got home and found this book.
If you have an interest in business, want to know a piece of Chick-Fil-A's magic, and enjoy really quirky books ... this one is for you!
P.S. It's worthwhile to read other reviews. They're right when they say this is a very simple book. On the other hand it gets it's point across well, and its use of story is helpful for painting a picture of the type of business the "raving fan" model can produce.
My boss at Chick-Fil-A mentioned that the company uses the "Raving Fan" approach to customer service. Curious, I Googled the term when I got home and found this book.
If you have an interest in business, want to know a piece of Chick-Fil-A's magic, and enjoy really quirky books ... this one is for you!
P.S. It's worthwhile to read other reviews. They're right when they say this is a very simple book. On the other hand it gets it's point across well, and its use of story is helpful for painting a picture of the type of business the "raving fan" model can produce.