Pamela Paulk, Vice President, Human Resources, Johns Hopkins Health System
"Business in the early 21st century has turned into a survival game those who figure out how to keep their customers survive. If you need a customer service improvement plan and don′t know where to start, start here!"
Tom Willett, Director, Management Development Programs, ILR School, Cornell University
"There is no shortage of books extolling the importance of excellent customer service. What distinguishes Unleashing Excellence from the others is its focus on how to do it. If you are convinced of the value of service excellence and want to know how to provide it, this book is for you."
Allan R. Nagle, former president, Tupperware Worldwide; former interim dean, Crummer GraduateSchool of Business, Rollins College
"Dennis Snow and Teri Yanovitch have once again authored an easy–to–read guide, rich with real–life examples of companies striving to achieve customer service excellence. In this incredibly competitive world, following these concepts will improve your business and your personal life!"
Gary Webb, Executive Vice President, Operations, First Financial Bankshares, Inc.
"I recommend Unleashing Excellence to any company needing a ′how to′ and ′can do′ manual to implement service excellence in their organization."
Richard A. Nunis, retired chairman, Walt Disney Parks & Resorts
"Dennis and Teri seamlessly marry the intangible tenets of customer service philosophy with practical, easy–to–consume strategies that can help any organization transcend ′business as usual.′ The authors illustrate their recommendations of ′what to do′ with stories that make it easy to understand."
Chuck Kegler, Director, Kegler, Brown, Hill & Ritter
"Unleashing Excellence is a must–read that would benefit any industry. It gives step–by–step guidelines that can be implemented with ease and invaluable insights that will help encourage your customers to keep coming back for more."
Fred DeLuca, President and cofounder, Subway Restaurants
"Once again, the authors have pinpointed the dynamics of the changing nature of delivering customer value through a focus on excellence. Wise words for any organization to heed."
Dr. Robert K. Prescott, SPHR, Graduate Faculty of Management, Crummer Graduate School of Business, Rollins College
"If your organization wants to make customer service a part of your culture, Unleashing Excellence is a powerful tool. If this model can help a government agency reach a 93 percent overall customer satisfaction rating, it can help any organization. The book also helps anyone who reads it understand that excellent customer service isn′t a ′program′ but a ′process′ that never ends."
Kimberlee Poulton, Director of Communications and Marketing, Florida′s Turnpike Enterprise
Preface to the Second Edition vii
Chapter 1 The DNA of Service Excellence 1
Chapter 2 The Leadership Actions 17
Chapter 3 The Service Improvement Team 21
Chapter 4 Developing the Service Improvement Core Tools 45
Chapter 5 Communication 73
Chapter 6 Training and Education 89
Chapter 7 Interviewing and Selection 115
Chapter 8 Measurement 141
Chapter 9 Recognition 169
Chapter 10 Service Obstacle System 183
Chapter 11 Accountability 201