Unleashing Excellence: The Complete Guide to Ultimate Customer Service, 2nd Edition

by Dennis Snow; Teri Yanovitch

• ISBN13: 9780470564165
• ISBN10: 0470564164
• Format: eBook
• Copyright: 2009-10-01
• Publisher: Wiley

Summary

A step-by-step guide to designing and implementing an amazing customer service culture In todayrs"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. bull; Offers proven best practices for designing and implementing an excellent customer service culture bull; Simple format divides content into nine "leadership actions" that guide you through a step-by-step process bull; 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.

Table of Contents

Preface to the Second Edition

Acknowledgments

Introduction

The DNA of Service Excellence

The Leadership Actions

The Service Improvement Team

Developing the Service Improvement Core Tools

Communication

Training and Education

Interviewing and Selection

Measurement

Recognition

Service Obstacle System

Accountability

Conclusion

Index

Table of Contents provided by Publisher. All Rights Reserved.