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Customer Service: Extraordinary Results at Southwest Airlines, Charles Sc - GOOD
US $4.56
Condition:
Good
A book that has been read but is in good condition. Very minimal damage to the cover including scuff marks, but no holes or tears. The dust jacket for hard covers may not be included. Binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing, minimal pencil underlining of text, no highlighting of text, no writing in margins. No missing pages. See the seller’s listing for full details and description of any imperfections.
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eBay item number:276423700356
Item specifics
- Condition
- Brand
- Unbranded
- MPN
- Does not apply
- ISBN
- 9780887307720
- Book Title
- Customer Service Vol. 2 : Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA
- Publisher
- HarperCollins
- Item Length
- 9.2 in
- Publication Year
- 1998
- Format
- Hardcover
- Language
- English
- Item Height
- 0.9 in
- Genre
- Business & Economics
- Topic
- Customer Relations
- Item Weight
- 17.1 Oz
- Item Width
- 6.1 in
- Number of Pages
- 256 Pages
About this product
Product Identifiers
Publisher
HarperCollins
ISBN-10
0887307728
ISBN-13
9780887307720
eBay Product ID (ePID)
442895
Product Key Features
Book Title
Customer Service Vol. 2 : Extraordinary Results at Southwest Airlines, Charles Schwab, Lands' End, American Express, Staples, and USAA
Number of Pages
256 Pages
Language
English
Publication Year
1998
Topic
Customer Relations
Genre
Business & Economics
Format
Hardcover
Dimensions
Item Height
0.9 in
Item Weight
17.1 Oz
Item Length
9.2 in
Item Width
6.1 in
Additional Product Features
Intended Audience
Trade
LCCN
98-024870
Dewey Edition
21
Dewey Decimal
658.8/12
Synopsis
Imagine a company that receives five times as many letters of praise as complaints. Picture a business for which tens of thousands of customers line up, unsolicited, to open an account. Think of a global corporation that continues to set record earnings year after year, despite increasingly heavy competition. Then envision knowing the keys to these companies' successes--and using them to your company's benefit. Southwest Airlines, Charles Schwab, Land's End, American Express, Staples, and USAA--at a time when "customer service" might seem to be more about talk than action, the six companies profiled in this book have gone beyond lip service to surpass the competition by putting quality service at the core of their value systems. In Customer Service, the second book in the BusinessMasters series, you'll discover the innovative strategies these six companies have used to triumph through their commitment to excellence in customer service. Edited by noted customer service expert and New York Times --bestselling author Fred Wiersema, this definitive guide offers field-proven philosophies, how-to tools, and invaluable insights gained from years of providing superior service to millions of customers across the country and around the world. Discover how Southwest Airlines has built a $3.8 billion industry by going beyond the call of duty time and time again. (The airline's agents have been known to drive passengers to their destinations several hours away in rare cases of delays or schedule mix-ups ) Find out how Land's End keeps its promise of reliability no matter what (even during a UPS strike, when the company kept its policy of quick delivery by creating its own mini-post office)--making it the nation's leading apparel catalog. And learn how Charles Schwab has developed a system to turn customer complaints into opportunities that actually strengthen their bond to consumers. The strategies of these companies vary, but their principles remain the same: they anticipate consumer needs and find every way they can to meet them, constantly challenging themselves to improve their service and demonstrate their respect for their customers as individuals. Through these inspiring profiles you'll also learn: Why meeting customers' needs on an individual level actually outweighs a factor such as cost. How the most successful companies excel by making employee happiness a top priority Why simplifying your message and focusing your service will keep customers coming back How developing ways to measure customer input, disseminate it company-wide, and utilize it to grow with your customers can be the most important thing you can do for your business With this short, accessible book, entrepreneurs and executives alike will glean the tools and insights needed to create a successful customer-oriented culture that is defined by service excellence., Imagine a company that receives five times as many letters of praise as complaints. Picture a business for which tens of thousands of customers line up, unsolicited, to open an account. Think of a global corporation that continues to set record earnings year after year, despite increasingly heavy competition. Then envision knowing the keys to these companies' successes--and using them to your company's benefit. Southwest Airlines, Charles Schwab, Land's End, American Express, Staples, and USAA--at a time when "customer service" might seem to be more about talk than action, the six companies profiled in this book have gone beyond lip service to surpass the competition by putting quality service at the core of their value systems. In Customer Service, the second book in the BusinessMasters series, you'll discover the innovative strategies these six companies have used to triumph through their commitment to excellence in customer service. Edited by noted customer service expert and New York Times--bestselling author Fred Wiersema, this definitive guide offers field-proven philosophies, how-to tools, and invaluable insights gained from years of providing superior service to millions of customers across the country and around the world. Discover how Southwest Airlines has built a $3.8 billion industry by going beyond the call of duty time and time again. (The airline's agents have been known to drive passengers to their destinations several hours away in rare cases of delays or schedule mix-ups!) Find out how Land's End keeps its promise of reliability no matter what (even during a UPS strike, when the company kept its policy of quick delivery by creating its own mini-post office)--making it the nation's leading apparel catalog. And learn how Charles Schwab has developed a system to turn customer complaints into opportunities that actually strengthen their bond to consumers. The strategies of these companies vary, but their principles remain the same: they anticipate consumer needs and find every way they can to meet them, constantly challenging themselves to improve their service and demonstrate their respect for their customers as individuals. Through these inspiring profiles you'll also learn: Why meeting customers' needs on an individual level actually outweighs a factor such as cost. How the most successful companies excel by making employee happiness a top priority Why simplifying your message and focusing your service will keep customers coming back How developing ways to measure customer input, disseminate it company-wide, and utilize it to grow with your customers can be the most important thing you can do for your business With this short, accessible book, entrepreneurs and executives alike will glean the tools and insights needed to create a successful customer-oriented culture that is defined by service excellence., Imagine a company that receives five times as many letters of praise as complaints. Picture a business for which tens of thousands of customers line up, unsolicited, to open an account. Think of a global corporation that continues to set record earnings year after year, despite increasingly heavy competition. Then envision knowing the keys to these companies' successes--and using them to your company's benefit. Southwest Airlines, Charles Schwab, Land's End, American Express, Staples, and USAA--at a time when customer service might seem to be more about talk than action, the six companies profiled in this book have gone beyond lip service to surpass the competition by putting quality service at the core of their value systems. In Customer Service, the second book in the BusinessMasters series, you'll discover the innovative strategies these six companies have used to triumph through their commitment to excellence in customer service. Edited by noted customer service expert and New York Times --bestselling author Fred Wiersema, this definitive guide offers field-proven philosophies, how-to tools, and invaluable insights gained from years of providing superior service to millions of customers across the country and around the world. Discover how Southwest Airlines has built a $3.8 billion industry by going beyond the call of duty time and time again. (The airline's agents have been known to drive passengers to their destinations several hours away in rare cases of delays or schedule mix-ups!) Find out how Land's End keeps its promise of reliability no matter what (even during a UPS strike, when the company kept its policy of quick delivery by creating its own mini-post office)--making it the nation's leading apparel catalog. And learn how Charles Schwab has developed a system to turn customer complaints into opportunities that actually strengthen their bond to consumers. The strategies of these companies vary, but their principles remain the same: they anticipate consumer needs and find every way they can to meet them, constantly challenging themselves to improve their service and demonstrate their respect for their customers as individuals. Through these inspiring profiles you'll also learn: Why meeting customers' needs on an individual level actually outweighs a factor such as cost. How the most successful companies excel by making employee happiness a top priority Why simplifying your message and focusing your service will keep customers coming back How developing ways to measure customer input, disseminate it company-wide, and utilize it to grow with your customers can be the most important thing you can do for your business With this short, accessible book, entrepreneurs and executives alike will glean the tools and insights needed to create a successful customer-oriented culture that is defined by service excellence.
LC Classification Number
HF5415.5.C844 1998
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- y***o (18)- Feedback left by buyer.Past monthVerified purchaseThis is an outstanding seller to deal with. Fair prices that are more than reasonable in this economy. The product is in better condition than described, a true value for my money. Packaged and shipped well shows seller has concern for the products he sells to arrive in excellent condition. The seller is friendly and communicates timely with his customers. I highly recommend this seller and would do business again anytime. Thank you.
- y***e (1006)- Feedback left by buyer.Past monthVerified purchaseCOVER TORN FROM SIDE OF PAGES BUT I WILL GLUE BACK! This is an outstanding seller to deal with. Fair prices that are more than reasonable in this economy. The product is in better condition than described, a true value for my money. Packaged and shipped well shows seller has concern for the products he sells to arrive in excellent condition. The seller is friendly and communicates timely with his customers. I highly recommend this seller and would do business again anytime. Thank you!
- s***t (535)- Feedback left by buyer.Past monthVerified purchaseThis is outstanding seller to deal with. Fair prices that are more than reasonable. The product is in better condition than described, a true value for my money. Packaged and shipped well shows seller has concern for the products they sell and arrives in excellent condition. The seller is very friendly and communicates well with customers. I highly recommend this seller and would do business again anytime without hesitation.
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