Frances Frei & Anne Morriss: “Uncommon Service” | Talks at Google

“Award-winning Harvard Business School professor Frances Frei and global thought leader Anne Morriss, both of whom specialize in building outstanding service companies, reading from their new book Uncommon Service: How to Win by Putting Customers at the Core of Your Business.

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make:

*How do customers define “”excellence”” in your offering? Is it convenience? Friendliness? Flexible choices? Price?
*How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves?
*How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture?
*How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?

Book Link: http://www.amazon.com/Uncommon-Service-Customers-Business-ebook/dp/B006VFJK5Y

If you want a cliff-notes version of key themes, check out this article in Forbes … http://www.forbes.com/sites/forbesleadershipforum/2012/03/02/to-offer-great-customer-service-dare-to-be-bad/.



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