Description

Book Synopsis
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.

Table of Contents

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

Unleashing Excellence

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    Order before 4pm today for delivery by Mon 3 Aug 2026.

    A Hardback by Dennis Snow, Teri Yanovitch

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      Publisher: John Wiley & Sons Inc
      Publication Date: Publication Date: 11/12/2009
      ISBN13: 9780470503805, 978-0470503805
      ISBN10: 0470503807

      Description

      Book Synopsis
      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.

      Table of Contents

      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

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