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Senior managers from all types of businesses across all industries are discovering that one role takes the spotlight in deepening relationships with key customers. Whatever title individuals in that position are given--field service technician, support engineer, implementation consultant, services account manager, resident engineer, technical account manager--no one has more potential impact on the success of the company and its customers than the service professional...no one. High-performing service pros are where the action is, orchestrating superb customer experiences, proactively preventing problems before they occur, and leveraging their relationships to rock out customers and lock out the competition. They deliver the results customers crave and executives yearn for, while building brand and having fun. Designed for anyone in service who touches the customer, The Brilliant Service Professional uncovers the competencies, tools, and behaviors that enable service pros in any industry to shine as the new corporate rock star.
- Sales Rank: #1226056 in Books
- Published on: 2013-12-30
- Binding: Paperback
- 208 pages
About the Author
James Alex Alexander, Ed.D, helps product companies build brilliant services businesses. He researches, publishes, advises, trains, and speaks on transforming good services organizations into high-performance services machines that create loyal customers, drive sales of services and products, and dominate the competition. Contact Alex at alex@alexanderstrategists.com.
Most helpful customer reviews
1 of 1 people found the following review helpful.
Short, breezy read with tools and actionable advice
By Meryl K. Evans
Not everyone desires to keep climbing the ladder. Some prefer to be individual contributors with deep expertise. After awhile, they can hit a rut especially those working in professional services. I've been a fan of Alexander's work since discovering several of his professional services series. His writing style is conversational with a scoop of humor added. And that style carries over in this book. Often, I find advice related to professional services to be stiff, boring and difficult to follow and implement. Alexander breaks it down into actionable steps so you can put it to work and grow as a services professional.
I hope you find this review helpful and will show it with a quick click of yes. If you have unanswered questions, please comment so I can address them.
1 of 1 people found the following review helpful.
Compulsary reading for any service business executive and front-liner wishing to excel
By Kevin Wheatland
Once again, Dr Alexander provides the pragmatic key to service business success. In a world where products and increasingly services are commodities, your people remain the only viable resource for long term differentiation - if you recruit, train, support and reward them for their excellence. Alexander, in his usual manner, tackles the subject with a highly structured approach that is an easy read and more importantly is easy to assimilate into any business. With his trademark insightfulness, logic and superb pedagogics, Alexander takes service excellence journey to the next level. Ignore at your peril.
1 of 1 people found the following review helpful.
This Book IS Brilliant
By McJic
If you are in the services business, or have a services group within your company, then "The Brilliant Service Professional" should be mandatory reading for all employees. It is the definitive "how-to" guide for ensuring their efforts are optimized for success. Alex Alexander writes with a clear, insightful style that makes this book a great informative read. There is no better way to build trust, create value and increase customer satisfaction than reading — and implementing — the tools and techniques in this book.
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