Relentless: The Difference Between Ordinary and Legendary Customer Service
3 hrs. 31 min.
Description
Customer service isn’t a pleasant whim—it’s a timeless factor that directly affects a business’s financial performance. John Shоule, a globally recognized guru in the culture of customer service, has, for years, observed many major companies and shows how the value of their shares changed depending on whether they adhered to a top-class service strategy or avoided it and chose something else.
Spoiler: once they chose different priorities, their shares lost value.
The author explains how to make excellent customer service the unbreakable core of the company’s entire corporate culture—from top management to frontline employees—so that its quality doesn’t depend on changes in leadership or on the market situation. The book contains many vivid examples and case studies from the practice of companies that became unbreakable and achieved stunning success, or—on the contrary—lost their way and quickly slipped from leading positions in the market. And what path will your company choose?
Spoiler: once they chose different priorities, their shares lost value.
The author explains how to make excellent customer service the unbreakable core of the company’s entire corporate culture—from top management to frontline employees—so that its quality doesn’t depend on changes in leadership or on the market situation. The book contains many vivid examples and case studies from the practice of companies that became unbreakable and achieved stunning success, or—on the contrary—lost their way and quickly slipped from leading positions in the market. And what path will your company choose?
