Unleashing Excellence The Complete Guide to Ultimate Customer Service

by Snow, Dennis; Yanovitch, Teri

• ISBN13: 9780470503805
• ISBN10: 0470503807
• Edition: 2nd
• Format: Hardcover
• Copyright: 2009-11-16
• Publisher: Wiley

Summary

A step-by-step guide to designing and implementing an amazing customer service cultureIn 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 organizationCustomer 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.

Author Biography

Dennis Snow spent twenty years developing his customer service principles at The Walt Disney Company in a variety of leadership roles. He now works as a full-time speaker, trainer, and consultant, helping organizations achieve their goals in the areas of customer service, employee development, and leadership.

Teri Yanovitch has traveled the world implementing the proven Quality Improvement Process developed by management guru Philip Crosby. She was a top-rated facilitator and speaker for Disney Institute, teaching Disney's renowned customer service practices. Today, she combines her quality management and customer service experience to help organizations implement their own culture of excellence.

Table of Contents

Preface to the Second Edition	p. vii
Acknowledgments	p. xi
Introduction	p. xiii
The DNA of Service Excellence	p. 1
The Leadership Actions	p. 17
The Service Improvement Team	p. 21
Developing the Service Improvement Core Tools	p. 45
Communication	p. 73
Training and Education	p. 89
Interviewing and Selection	p. 115
Measurement	p. 141
Recognition	p. 169
Service Obstacle System	p. 183
Accountability	p. 201
Conclusion	p. 225
Index	p. 231
Table of Contents provided by Ingram. All Rights Reserved.