9780071592789

How You Do... What You Do: Create Service Excellence That Wins Clients For Life

by ;
  • ISBN13:

    9780071592789

  • ISBN10:

    0071592784

  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2008-05-30
  • Publisher: McGraw-Hill Education
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Supplemental Materials

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Summary

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong relationships needed to win--and retain--loyal clients.In this breakthrough book, customer service expert Bob Livingston gives you practical tools for transforming your approach to serving clients by strengthening "how you do what you do." Whether you're a business leader, a client service executive, a sales manager, or an individual, you can differentiate yourself from competition by adopting Livingston's simple yet proven roadmap for achieving Service Excellence.InHow You Do . . . What You Do, Livingston imparts a clear, step-by-step blueprint for transforming your culture, attitudes, and behaviors by illustrating how to: Develop and live your Purpose and Values Understand your clients'softneeds, and create plans to satisfy them Seek continuous improvement by stimulating creativity and innovation Keep your service-oriented culture growing Create a passion for Service ExcellenceLivingston draws upon a lifetime of experience in which he has achieved measurable success helping many companies shape their service cultures--most notably CROSSMARK, an international consumer products sales and marketing agency, whose remarkable transformation stands out as one of the strongest proof statements for this methodology. Throughout, Livingston benchmarks other great companies renowned for their service excellence, including Accenture, Henry & Horne, ECRM, The Nielsen Company, TBWA\Worldwide, Four Seasons, and many others.Properly executed, this compelling and inspirational approach to service virtually guarantees the client loyalty that will set you apart from competition, and distinguish you byHow You Do . . . What You Do.

Author Biography

Bob Livingston, formerly head of sales at Unilever's The Lipton Company, is the founder and CEO of REL Communications, a consulting firm that moderates the Client Service Advisory boards of many Fortune 500 companies. He also leads service-based cultural transformations within the companies with which he consults.

Table of Contents

Forewordp. ix
Introduction: A Service Revolutionp. 1
The Beginning
The State of Servicep. 9
Why Change?p. 23
How to Change: The Roadmapp. 35
The Transformation
Develop Your Purposep. 51
Establish Your Valuesp. 63
Understand Client Needsp. 79
Satisfy Client Needsp. 95
Create a Service Action Planp. 123
Adopt the Traits of Great Service Peoplep. 141
The New Beginning
Seek Continuous Improvementp. 163
Keep the Culture Growingp. 185
Who Owns the Culture?p. 211
So Once Again, Why Change?p. 231
What Do You Do Next?p. 269
Afterwordp. 277
Acknowledgmentsp. 283
Indexp. 289
Table of Contents provided by Ingram. All Rights Reserved.

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