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Crowning the Customer

How to become Customer Driven Customer service is the competitive business battleground of the twenty-first century. This book, by an internationally acclaimed entrepreneur, is a hands-on guide for people who run businesses or work in them, written in simple jargon-free style. He explains: The 'Boomerang Principle' (bringing the customer back) How to get the feel of the market place How to listen effectively to the customer Customer panels Why you should increase the number of complaints How to introduce fun and surprise into business. An essential handbook for managers, company directors, employees and students.
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About the Author

Feargal Quinn founded Superquinn, the Irish supermarket group, in 1960 and was its Managing Director for many years during which it built an international reputation for excellence in customer service. His bestselling book Crowning the Customer (O'Brien Press) is used by multi-national companies as the essential customer care manual. It has been translated into several languages. Feargal Quinn is a board member of a number of international retailing organisations, and has received two honorary doctorates. In 1993 he was elected to the Irish Senate as an independent member. Feargal's television series "Feargal Quinn's Retail Therapy" has seen many small business turned around in recessionary times.


This is an engrossing and informative book. This book has sold 50,000 copies here and has been translated into half a dozen languages, which is a testament to its readability and the universal importance of good customer care -- Irish Independent The book, has a laser-like focus on customers, makes its points clearly, and then stops. Highly recommended -- Irish Independent The housewives' favourite appears to be one of those rare authors; somebody who has made a pile of money and now wants to help the country and people in business by showing them how to do the same. Shaw's old adage that those who can do and those who can't teach does not apply here ... The desire to serve sets Quinn apart from many other business people and the theme is well explored. -- Irish Independent Everyone in business should read Crowning the Customer -- Today FM Instinctively and obsessively, Feargal Quinn looks at business the way his customers do: noting the apparently tiny things and drawing from them huge conclusions. No theory is advanced without practical, entirely convincing, examples. And not a single instance of management-speak. The very best businessmen will be the first to welcome this splendid book. -- Sir Martin Sorrell, CEO, WPP Listen to customers. Lots of people say this now, but Feargal said it first. He created a wonderful supermarket built around the shopping experience and which became a model for retailers around the world. The book explains how it was done in a simple, clear way. It's a unique story from a unique person. -- Sir Terry Leahy, Chief Executive, Tesco Customer service is simple, focused and about engaging your people first. Feargal's book shows you just how to do this. -- Allen Leighton, Chairman, Royal Mail

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