Fabled Service: Ordinary Acts, Extraordinary Outcomes (Warren...

Features

• Cover Type: Paperback with 144 pages
• Published by: Jossey-Bass
• Edition: 1st Edition July 17, 1997
• Written in: English
• ISBN 10 Number: 0787909386
• ISBN 13 Number: 978-0787909383
• Book Dimensions: 9.9 x 7 x 0.4 inches
• Weighs: 15.2 ounces

Product Review
Betsy Sanders, a former vice president and general manager with the extraordinarily consumer-oriented Nordstrom department-store chain, believes that true success on the sales floor stems from dedicated leadership in the management ranks and a steadfast commitment to related ideals from those at the top on down. In Fabled Service: Ordinary Acts, Extraordinary Outcomes, Sanders outlines the basics for others who would like to achieve the legendary customer-friendly status that is widely accorded her former employer. The outcome, she stresses, is service that is so effective that it actually influences the decisions of shoppers.

Product Description
Develop standard-setting customer service!

Based on the best-selling book Fabled Service by Betsy Sanders!

This program will help you develop exceptional customer service that puts your organization above your competition. Inspiring Fabled Service helps you assess your requirements and select activities to improve weak areas in your current customer service.

Teach others vital customer service skills, such as how to:
* Positively represent the organization
* Satisfy customers so they will buy the product or service
* Encourage customers to return
* Understand what motivates people and initiates action
* Solve problems immediately and effectively and more!

Simply written, this program includes all necessary materials to create results-oriented, customized customer service training. A Trainer's Guide includes specific direction for administering the Customer Service Survey, which assesses individual strengths and weaknesses in three learning areas: understanding him or herself and others; planning for results; and product/service knowledge. The Guide also includes 12 prepared activities that correspond with the three learning areas. Using results from the survey, you choose activities that will help your group improve in its weaker areas. Each activity specifies goals, materials needed, time required, physical setting, and process (including questions to help you review what was learned and help people understand what can be applied to every day situations).

You will need to order a Participant Workbook for each human being involved in the training. The Workbook includes a copy of the survey and participant materials for each activity.

Create great service that gets customers talking!

Reader Reviews
This book is by Betsy Sanders, VP and General Manager of NOrdstrom's Southern California Division . Betsy shares her secrets to legendary customer service --not theories-- but what works....7 chapters of this nicely sized volume 124 pages plus a good index cover what Fabled Service is and isn't and how to move from philosophy to practice. There's a bit of zen here as she encourages you to practice the small tings to be perfect on the large. Being of service is a journey -- as we all know...The book is illustrated with photos and some easy to the eye graphics. For example on page forty -- there is a prescription for fabled service which includes two primary ingredients #1 Respect and Ingredient #2 Flexibility...she says there are no sweeter words than "I'll take care of that". It's everyone's job -- not just the 'customer service' dude or chix. Lots of things need to meld together to get the right outcome -- like the environoment, the technology and the message. Integrity and fabled service are intertwined too...nice chapter 7 on how to be a traditional or transformational leader and what makes a leader...A preface by Warren Bennis adds to the credibility of this tome. Surprisingly -- the words of wisdom are timeless -- even the Internet and social networking and email hasn't changed the importance of SERVICE......A good read -- might be kewl to leave it in the coffee room for people to glance at in between breaks! Comment | | (Report this)