43 pages 1 hour read

Raving Fans: A Revolutionary Approach to Customer Service

Nonfiction | Book | Adult | Published in 1992

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Summary and Study Guide

Overview

Raving Fans: A Revolutionary Approach to Customer Service is a business guidance text by Ken Blanchard and Sheldon Bowles. First published in 1998, Raving Fans is written in the parabolic style Blanchard first used in his previous publication, the best-selling book The One Minute Manager.

In this text, the authors use their extensive history in business to offer lessons on how to improve customer service. Satisfied customers aren’t enough, according to the authors; customers’ expectations must be exceeded to the point where they become “Raving Fans” of one’s business. The text uses a cast of characters, dialogue, and a narrative structure to teach the three secrets of creating Raving Fans, exploring not only The Importance of Excellent Customer Service but also The Relationship Between Businesses and Customers and the process of Empowering and Engaging Employees.

This study guide refers to the 2011 Thorson’s edition.

Summary

Raving Fans follows two characters: the Area Manager, who is a stand-in for the book’s general audience, and Charlie, a “fairy godmother” whose specialty is customer service.

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