Great or Poor: A Simple System to Deliver Excellent Customer Experiences

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9781852526931: Great or Poor: A Simple System to Deliver Excellent Customer Experiences
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Great or Poor is a powerful and proven system to deliver excellent customer experiences in any organisation. Based around four key principles, the book shows readers how to (1) establish a genuine customer-focused mission which is embraced throughout the organisation (2) identify and understand customers' REAL needs (3) get their teams always to go "the extra inch" and (4) establish a true measure of the results. The system has already been tried and tested in a number of organisations with great results. In the words of Guy Insull, founder and MD of The Champions Club, it is is "an amazingly simple yet powerful system"; Neil Robertson, CEO of The British Institute of Innkeeping, describes it as "a real breakthrough"; and author Richard Denny says it is "the best material on customer care that I have ever come across".

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Review:

"This is the best material on customer care that I have ever come across - absolutely superb!" Richard Denny, Author of the bestselling Selling to Win, and Chairman of the Richard Denny Group "This is an amazingly simple yet powerful system. I cannot recommend it highly enough." Guy Insull, Founder and MD, The Champions Club "This book is a real breakthrough in simple and effective help for businesses large and small." Neil Robertson, CEO, The British Institute of Innkeeping "A refreshing change from the usual run of management self-help books." Ian Marshall, Chairman, Markel International "Great or Poor shows managers and leaders how systematically to turn common sense into common practice in the field of customer service." Ted Tuppen, Chief Executive, Enterprise Inns PLC

About the Author:

Guy Arnold is a former director of a FTSE 100 company who now runs his own training and consultancy business. He founded greatorpoor.com in 2006, and now helps organisations to effect real change throughout their operation, aiming to develop enhanced bottom line profit for the long term, through delivering consistently excellent customer experiences.

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Guy Rory Arnold
Published by Management Books 2000 Ltd, United Kingdom (2011)
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Book Description Management Books 2000 Ltd, United Kingdom, 2011. Paperback. Condition: New. Language: English . Brand New Book. Great or Poor is a powerful and proven system to deliver excellent customer experiences in any organisation. Based around four key principles, the book shows readers how to (1) establish a genuine customer-focused mission which is embraced throughout the organisation (2) identify and understand customers REAL needs (3) get their teams always to go the extra inch and (4) establish a true measure of the results. The system has already been tried and tested in a number of organisations with great results. In the words of Guy Insull, founder and MD of The Champions Club, it is is an amazingly simple yet powerful system ; Neil Robertson, CEO of The British Institute of Innkeeping, describes it as a real breakthrough ; and author Richard Denny says it is the best material on customer care that I have ever come across . Seller Inventory # ACB9781852526931

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Guy Rory Arnold
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Book Description Management Books 2000 Ltd, United Kingdom, 2011. Paperback. Condition: New. Language: English . Brand New Book. Great or Poor is a powerful and proven system to deliver excellent customer experiences in any organisation. Based around four key principles, the book shows readers how to (1) establish a genuine customer-focused mission which is embraced throughout the organisation (2) identify and understand customers REAL needs (3) get their teams always to go the extra inch and (4) establish a true measure of the results. The system has already been tried and tested in a number of organisations with great results. In the words of Guy Insull, founder and MD of The Champions Club, it is is an amazingly simple yet powerful system ; Neil Robertson, CEO of The British Institute of Innkeeping, describes it as a real breakthrough ; and author Richard Denny says it is the best material on customer care that I have ever come across . Seller Inventory # ACB9781852526931

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