Unleashing Excellence The Complete Guide to Ultimate Customer Service 2nd Edition by Dennis Snow, Teri Yanovitch ISBN 978-0470503805 0470503807
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Product details:
ISBN 10: 0470503807
ISBN 13: 978-0470503805
Author: Dennis Snow, Teri Yanovitch
A step-by-step guide to designing and implementing an amazing customer service culture
In today’s competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It’s not always clear what works and what doesn’t, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance.
Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company’s individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book.
- Offers proven best practices for designing and implementing an excellent customer service culture
- Simple format divides content into nine “leadership actions” that guide you through a step-by-step process
- Shows you how to build a common customer service vision for your entire organization
Customer service is vital to the survival of your business. If you want to move your organization’s customer service practices from good to great, Unleashing Excellence is the key.
Table of contents:
Chapter 1
The DNA of Service Excellence
Chapter 2
The Leadership Actions
Chapter 3
The Service Improvement Team
Chapter 4
Developing the Service Improvement Core Tools
Chapter 5
Communication
Chapter 6
Training and Education
Chapter 7
Interviewing and Selection
Chapter 8
Measurement
Chapter 9
Recognition
Chapter 10
Service Obstacle System
Chapter 11
Accountability
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Tags: Dennis Snow, Teri Yanovitch, Unleashing Excellence, The Complete, Customer Service