Batteries Included! Creating Legendary Customer Service is about creativity, change, and customers. Tom Peters says, "Nigel's Barlow's book is simply brilliant! Is there anything left to say about superior customer service? The answer is obviously a resounding 'yes'. This book proves it!"
The last two decades have seen the rise of the service economy, where image and customer perceptions are crucially important in building a successful business. Nigel Barlow draws on two decades of experience in 20 countries to argue that the age of service has failed to deliver on its promises. He goes far beyond the standard business-speak cliches of customer service to show why merely satisfying customers is not enough. He explores with original examples and firsthand experiences why service so often falls short of customer expectations, and shows how to think and act to create legendary service in the reader's own organization.
What the book is about:
- New millennium, new needs
The six I's of legendary service
- Learning from the future
Create your own destiny
- Change the box!
Dare to be different
- Develop beginner's mind
To see your customers anew
- The power of attention
Making your customers feel really cared for
- How to create service 'players'
And root out the walking dead, cynics, and spectators
- The human and spiritual laws of service
Batteries Included! Creating Legendary Service is a 'why-to' as well as a 'how-to' book, using creativity and imagination to anticipate the customer's unspoken needs. The "Batteries" in the title are the inspiration, passion, and energy which need recharging to create fabulous service for your customers.
explores how a deeper understanding of the customer's human needs is necessary to inspire their loyalty. He tackles provocatively and with insight such vital but under-exploited topics as the deeper psychological, creative, and spiritual approaches that are necessary to build a service legend.
After ten years studying best practice, what a joy to find a book that exposes customer service as it really should be, with wonderful vignettes from real organisations to help us appreciate what can be done. A 'must read' for all SOCAP members."
Executive Director, SOCAP (Society of Consumer Affairs Professionals)
This is one of the most thought-provoking and stimulating books I've red on customer service in a long while. Not only is it an incredibly good read, but it does offer some profound and new insights into that elusive subject – how to create legendary service. I know at least one thousand companies which could benefit from the lessons in this book.
author of 'What Customers Like About You'