From the Foreword by Sir Ian Gibson, Chairman of Morrison plc
Kevin Robson s new book is right on the button. I discovered a long time ago that to provide good service you ve got to trust your people to deliver it in their own way this is not about following a mechanical process, but about employing great people and trusting them to deliver.
John Timpson, Chairman of Timpson Ltd
Service–Ability Kevin proves that a great customer service is a mind–set that is present through an entire organization, not the responsibility of one single department. He makes a compelling argument that companies that aim for complete customer satisfaction will gain loyalty and increase profit. Everyone with customers needs to read this book!
Dave Carroll, Singer–Songwriter and author of United Breaks Guitars: The Power Of One Voice In The Age Of Social Media
Developing strong, long term relationships with customers is core to today s marketing strategy. Kevin Robson addresses these issues with a straight talking, no nonsense approach. Packed with practical examples, this book is essential for managers and marketers whatever their industry sector.
Anne Godfrey, CEO, The Chartered Institute of Marketing
1 Connectedness 1
2 Customer Satisfaction and its Link to Pro t 17
3 Our Industrial Legacy 37
4 Our Service Economy 61
5 Servicing Customers is Not Customer Service 83
6 Understanding Service–Ability 105
7 Getting the People Right 115
8 Appropriate Organization 143
9 Effective Leadership 173
10 Clarity of Purpose 211
11 Bringing it All Together 241