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Unleashing Excellence : The Complete Guide to Ultimate Customer Service by Dennis Snow and Teri Yanovitch (2009, Hardcover)
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(Make More Good Decisions Faster. Service With a Smile :). Toys & Hobbies. Other NonFiction. Books - Children's Books. Books - Cookbooks. Books - Novels. Published Date: 2009-11-16.
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About this product
Product Identifiers
PublisherWiley & Sons, Incorporated, John
ISBN-100470503807
ISBN-139780470503805
eBay Product ID (ePID)73361488
Product Key Features
Edition2
Book TitleUnleashing Excellence : the Complete Guide to Ultimate Customer Service
Number of Pages256 Pages
LanguageEnglish
TopicCustomer Relations
Publication Year2009
IllustratorYes
GenreBusiness & Economics
AuthorDennis Snow, Teri Yanovitch
FormatHardcover
Dimensions
Item Height1.1 in
Item Weight16 Oz
Item Length9.1 in
Item Width6.2 in
Additional Product Features
Intended AudienceTrade
Dewey Edition21
Dewey Decimal658.812
Table Of ContentPreface 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
SynopsisA 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., 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., "If your organization is not fully committed to service excellence, don't read this book. If you are fully committed, then you must read this book. It provides all the nuts and bolts of how to create and sustain a service culture." 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 easytoread guide, rich with reallife 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, easytoconsume 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 mustread that would benefit any industry. It gives stepbystep 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, 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.
LC Classification NumberHF5415.5
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