How to Identify and Fulfill Customer Needs
Summary and book report
The Service Advantage: How to Identify and Fulfill Customer Needs
Karl Albrecht, Lawrence J. Bradford.
Homewood, Ill.: Dow Jones-Irwin
HF5415.5 .A43 1990
Summary:
According to this book, to know your customer is the basis thing for a success business. A good way to learn to do something better is to observe in action those who do it very well. The company who know their customers better than anyone else has more chance to success. In order to know your customers first of all is to know what a customer is. There are several tips you should keep in mind:
(1)A customer is the most important person in any business. (2)A customer is not dependent on us. (3)A customer is not an interruption of our work. He is the purpose of it. (4)A customer does us a favor when he comes in. (5)A customer is an essential part of our business, not an outsider. (6)A customer is not just money in the cash register. (7)A customer deserves the most courteous attention we can give him. (8)Without him we would have to close our doors.
Thinking the way the customer thinks is very important. In a service context it¡¦s probably best to do unto others as they would have themselves done unto. In order to do that, you have to know your customers want ¡§to be done unto.¡¨ Creating a shared frame of reference is a well know prerequisite for effective human communication. Successful businesses excel at creating shared frames of reference. They make a concerted effort to view the company through their customer¡¦s eyes.
Service management is a total organization approach to marking superior service the driving force of your business. It is a transformational concept, a philosophy, a thought process, a set of values and attitudes, and a set of methods. The most compelling reason is to gain superior customer knowledge and make service your driving force is to create differentiation from your competitors. One of the most potent ways to create market differentiation is by
The Service Advantage: How to Identify and Fulfill Customer Needs
Karl Albrecht, Lawrence J. Bradford.
Homewood, Ill.: Dow Jones-Irwin
HF5415.5 .A43 1990
Summary:
According to this book, to know your customer is the basis thing for a success business. A good way to learn to do something better is to observe in action those who do it very well. The company who know their customers better than anyone else has more chance to success. In order to know your customers first of all is to know what a customer is. There are several tips you should keep in mind:
(1)A customer is the most important person in any business. (2)A customer is not dependent on us. (3)A customer is not an interruption of our work. He is the purpose of it. (4)A customer does us a favor when he comes in. (5)A customer is an essential part of our business, not an outsider. (6)A customer is not just money in the cash register. (7)A customer deserves the most courteous attention we can give him. (8)Without him we would have to close our doors.
Thinking the way the customer thinks is very important. In a service context it¡¦s probably best to do unto others as they would have themselves done unto. In order to do that, you have to know your customers want ¡§to be done unto.¡¨ Creating a shared frame of reference is a well know prerequisite for effective human communication. Successful businesses excel at creating shared frames of reference. They make a concerted effort to view the company through their customer¡¦s eyes.
Service management is a total organization approach to marking superior service the driving force of your business. It is a transformational concept, a philosophy, a thought process, a set of values and attitudes, and a set of methods. The most compelling reason is to gain superior customer knowledge and make service your driving force is to create differentiation from your competitors. One of the most potent ways to create market differentiation is by