- Hardcover: 128 pages
- Publisher: CMP; 1 edition (Nov 1 2002)
- Language: English
- ISBN-10: 1578203066
- ISBN-13: 978-1578203062
- Product Dimensions: 22.1 x 14.7 x 1.7 cm
- Shipping Weight: 299 g
- Average Customer Review: 4.6 out of 5 stars See all reviews (7 customer reviews)
- Amazon Bestsellers Rank: #603,958 in Books (See Top 100 in Books)
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Product Details |
Product Description
Review
..".turn your cost-based 'call centers' into profit-building 'contact centers.' A must-read for customer service professionals and their bosses."
Product Description
'A 'must-read' for managers; this is a great guide for pulling the customer back into your management loop.' — Jerry Vass, author of Soft Selling in the Hard World 'Lior Arussy spins a cautionary tale for the transition companies mThe Experience is the journey of a frustrated call center manager who discovers hidden secrets about delivering the most outrageously pleasing customer experiences by empowering his staff to be passionate about their work.
Inside This Book
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First Sentence
Joe hung up the phone and noticed that his familiar headache was crawling up his neck and intensifying. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
Joe hung up the phone and noticed that his familiar headache was crawling up his neck and intensifying. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Back Cover
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Most helpful customer reviews
5.0 out of 5 stars
Excellent Guidance,
By "csveep" (USA) - See all my reviews
This review is from: The Experience: How to Wow Your Customers and Create a Passionate Workplace (Hardcover)
The author has selected the fable format, which works very well for me. I spend my days dealing with issues brought by senior executives of large corporate customers, and after a long day of negotiating against hard facts, it's nice to come home to a book that will teach through simple story line, with no pontificating lists of commandments and no autobiographical flag-waving. I have not found a customer relationship book with a better connect rate: over 95% of the material applies directly to my day-to-day dealings with eight- and nine-figure customers. The one issue for Mr Arussy, I think, will be to get other corporate executives to acknowledge that they MUST take the time to get involved with their customers, especially when the money supply is tight. From years of personal experience, I can tell you unequivocally that nothing -- let me repeat -- NOTHING takes the place of direct involvement with customers by all parts of the organization. Mr. Arussy's organic approach to the problem is exactly what it needed in most organizations. The one bit of advice I would offer to the author is that he may want to either (1) produce a second book which shows how these changes can be made from the top down, or (2) offer executive consulting to get these ideas into the hands of decision-makers within the organization.
5.0 out of 5 stars
If you deal with people - Read this book,
By A Customer
This review is from: The Experience: How to Wow Your Customers and Create a Passionate Workplace (Hardcover)
After I read this book we invited Mr. Arussy to speak at our annual client conference. He was such an inspiration our clients purchased in excess of 200 copies of this outstanding book. We are a client service based company and have distributed this book to each of our help desk, sales and consulting associates. Many of them balked at reading a "story" but they all thanked us and gave rave reviews once completed. They were quite taken with how effective and pertinent to their positions that this story was. Mr. Arussy tells it like it is in today's client service industry. We have seen a new passion in our associates and it spills over to the client service we provide. This is a must read if you deal with people in any type of business!
5.0 out of 5 stars
This is the greatest marketing book i have ever read,
By Yitzchak (Chicago, I l USA) - See all my reviews
This review is from: The Experience: How to Wow Your Customers and Create a Passionate Workplace (Hardcover)
By using the techniques I acquired from the book, I was able to gain much faster advancement in positions of management that allowed me to buy a new boat! Any investment of the price of a book with a return of a boat is a smart investment.This book is a must buy!
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