+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)


Unleashing Excellence. The Complete Guide to Ultimate Customer Service. Edition No. 2

  • ID: 2241764
  • Book
  • December 2009
  • 256 Pages
  • John Wiley and Sons Ltd
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.

Note: Product cover images may vary from those shown

Preface to the Second Edition vii

Acknowledgments xi

Introduction xiii

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

Conclusion 225

Index 231

Note: Product cover images may vary from those shown
Dennis Snow
Teri Yanovitch
Note: Product cover images may vary from those shown