Uncommon Service- How to Win by Putting Customers at the Core of Your Business is a guide that helps businesses win customers with an effective service strategy. In the initial chapters, Anne Morriss and Frances Frei mention that service-related problems are generally countered with quick-fix solutions in case of an emergency. The book identifies a few questions that need to be cleared before a company tinkers with its customer service, and sets out by providing clarity in these areas first. Readers are encouraged to identify what the customers want (service-wise), and analyze how this can be woven into the organizational culture. The book also provides tips on how to control customer behavior. It stresses on the fact that good service should be considered an integral part of any business, and that with time, it will prove to be handy when competitive companies crop up in the market. The book is aimed at providing companies with a competitive advantage through an increase in productivity.
Frances Frei is an award-winning professor of Technology and Operations Management at Harvard Business School. Frei works with many reputed companies. She trains their leaders and helps smoothen their business operations. Frances Frei is also the author of Serve Your Customers- Efficiently and Profitably, and The Four Things A Service Businesses Must Get Right. Anne Morriss is the Managing Director of Concire Leadership Institute, which trains leaders and helps them step out of their comfort zone.