Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success

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Discovering the Soul of Service: The Nine Drivers of Sustainable Business Success
by Leonard L. Berry
from Free Press

Customer Reviews:

• Avg. Customer Rating: 5.0 / 5.0

• How and why humane core values sustain human service energy
  
  I recently re-read this book (1999) and Berry's previously published On Great Service (1996), curious to know how well they have held up since they were first published. My conclusion? Rock-solid. In fact, both books are even more relevant - and more valuable - now than they were when Leonard Berry wrote them. That is amazing...and commendable.
  With regard to the title of this book, consider this brief excerpt from the concluding chapter: "Great service companies have a soul that underlies their... more info

• Great companies must give great service
  I read this book for a graduate marketing class, but it is a good read for any business professional out there. Why do companies succeed in the long-term? They find a way to put the customer first, time after time. And not just customers, but employees, suppliers, and other stakeholders as well.

• Solid summary of Basics of Customer Service
  "Excellent customer service" is a the frequent promise, which is SELDOM achieved. This book is a good guide to how the elements of really great customer service can be identified and cultivated in an organization. While it is directed more to the larger enterprise, the principles can be applied to small business also.

• True, sustainable recipe for sucessful Customer Service
  It is very difficult for me to work with "interviews and case study" based books since they are almost invariably full of "brilliant" quotes and "success and beyond-duty" stories that, to say the least, sound too good as to be of a sustainable nature in real world. This book is based on experiences and what seems very solid research and, for sure, is not free of this type of passages; and yet, it is one of the most useful and often-referenced books that I own and work with. So, if you will yourself through... more info

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