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Raving Fans: A Revolutionary Approach to Customer Service Audio CD – Abridged, Audiobook


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Product Details

  • Audio CD
  • Publisher: Random House Audio; Abridged edition (Jan. 13 2004)
  • Language: English
  • ISBN-10: 0739309536
  • ISBN-13: 978-0739309537
  • Product Dimensions: 13 x 1.5 x 15 cm
  • Shipping Weight: 113 g
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (67 customer reviews)
  • Amazon Bestsellers Rank: #94,949 in Books (See Top 100 in Books)

Product Description

Review

"A great commonsense approach to customer service" -- -- Jim Pattison President, The Jim Pattison Group

"An easily understood message and one every organization needs to hear." -- -- Eamon Ryan President, Lexmark Canada Inc.

"Making your customers Raving Fans is the competitive edge today. This book can jump-start you in that direction." -- -- James F. Nordstrom Co-chairman of the Boaard Nordstrom, Inc.

"Our strategic customer service plan is based on Raving Fans. It has helped focus our energy on this critical area. A must read!" -- -- Lynn Posluns President, Fairweather --This text refers to the Hardcover edition.

About the Author

Ken Blanchard is chairman of the board of Blanchard Training and Development, Inc.  He is the co-author of The One Minute Manager and eleven other bestselling books.

Sheldon Bowles, co-author of Gung Ho!, is president of Ode to Joy Limited and the founding president of Domo Gasoline Corporation.

The One-Minute Manager and Gung Ho! is also available from Random House AudioBooks.


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First Sentence
Panic. Palpitations and Panic. He was aware of sweaty palms and cold feet as he wandered around his new office, the Area Manager's office. Read the first page
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Customer Reviews

4.0 out of 5 stars

Most helpful customer reviews

3 of 3 people found the following review helpful By Jeff Jones on Feb. 22 2001
Format: Hardcover
Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers. Within each story is other nuggets of common sense and good ideas that can be implemented in any company that has customers and wants to create fans. We required our store managers to read the book and each created a list ranging from 20-40 points that they can put into effect at their stores to improve customer service. This is a simple, must-read for every business owner and manager.
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2 of 2 people found the following review helpful By Dan E. Ross on April 3 2002
Format: Hardcover
This book is written in "parable" or story telling format and is different to read for most people. If you have read the best seller One Minute Manager or Leadership and the One Minute Manager it is written in comparable form. I have read both of the prior books.
First off, the book basically talks about customer service (vs. goal setting & reward/punishment in the one minute manager) and how companies need to offer exemplary service to create Raving Fans, as the authors title it. I was simply hoping to get one good idea/thought out of the book and I did. It was EXCEPTIONALLY easy to read, as I read the 132 pages in about 2.5 - 3 hours total. The book has a lot of dead space and big font so you aren't getting tons of "filler." The authors try to focus on one business issue and address it succinctly.
This book is good and bad depending on what you expect to get out of it.
It is good because (1) anyone can read this book (2) customer service is horrible in today's environment so it is timely (3) The book provides great illustrations and (4) The authors get the point across.
Having said that, they never talk about the business implications of what the characters do. They say that customers love their service or product but they negate to talk about the cost implications. Business is about making money, not being loved by everyone. I love great service and all the frills but, at the end of the day, I have to make it worth the investment to the business owner.
Yes, our economy is very much about selling an experience to someone, but there are cost implications to having carpeted floors in grocery stores and full service gas stations that don't price their gas more expensively.
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1 of 1 people found the following review helpful By Nicole Davis on May 28 2004
Format: Hardcover
This book is a great read and a resonable explantion of the importance of customer service in any business. It is especially great if you are new to the world of work and/or customer service. Young students can gain a great deal from this book, from how to treat customers, find customers, knowing what drives customers, to how employees should be treated by a supervisor and the company that employs them. In response to Mike from Utah...exactly who do you think works in the customer service industry? The vast majority of American service providers are minimum wage earners, and, yes, some like their jobs. Employers have to keep them motivated somehow. This book not only provides a peek at how to do that, but, in typical Blanchard style, is a lighthearted, easy to understand read. The book says nothing about "automation employees". Quite the opposite...giving your employees the authority to make the decisions necessary to help a customer frees them from that automation. If you learn anything from reading this book...it is just that.
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1 of 1 people found the following review helpful By Blaine Greenfield on May 17 2004
Format: Hardcover
In RAVING FANS, authors Ken Blanchard and Sheldon Knowles
concentrated on the importance of delighting customers . . . in GUNG
HO!, they focused on how companies could become the "employer of
choice" and attract the best employees . . . I liked both those
books and thus looked forward to listening to the taped version of
BIG BUCKS! . . . this third book promised me in its subtitle "How
to Make Serious Money for Both You and Your Company," something
that could be done by focusing my time and energy.
Like other works by Blanchard and Knowles, the points are
presented in a parable . . . here, we're introduced to a man struggling
to make ends meet . . . he goes on a journey to discover the secret
to becoming rich and meets three wise (and successful) people
who present simple truths that can be applied to virtually any
situation.
I liked the above fact; i.e., that when listening, I found myself
thinking that this stuff makes sense--and I should and could
apply it to my situation . . . there's nothing overly earth-shattering,
yet I should add that it got me thinking . . . and it made sense.
Also making sense was the conclusion, in which the authors
reviewed the simple tests that should have been learned from
either reading or listening:
The test of joy . . . you can't make money unless you're having fun.
The test of purpose . . .you can't make money unless making money
is more important than having fun.
The test of creativity . . . incomes, less expenses = profit.
And, lastly, there's perpetual prosperity . . . which comes to those
who help others.
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