{"product_id":"unleashing-excellence-9780470503805","title":"Unleashing Excellence","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eA 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.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003e\u003cp\u003ePreface to the Second Edition vii\u003c\/p\u003e \u003cp\u003eAcknowledgments xi\u003c\/p\u003e \u003cp\u003eIntroduction xiii\u003c\/p\u003e \u003cp\u003eChapter 1 The DNA of Service Excellence 1\u003c\/p\u003e \u003cp\u003eChapter 2 The Leadership Actions 17\u003c\/p\u003e \u003cp\u003eChapter 3 The Service Improvement Team 21\u003c\/p\u003e \u003cp\u003eChapter 4 Developing the Service Improvement Core Tools 45\u003c\/p\u003e \u003cp\u003eChapter 5 Communication 73\u003c\/p\u003e \u003cp\u003eChapter 6 Training and Education 89\u003c\/p\u003e \u003cp\u003eChapter 7 Interviewing and Selection 115\u003c\/p\u003e \u003cp\u003eChapter 8 Measurement 141\u003c\/p\u003e \u003cp\u003eChapter 9 Recognition 169\u003c\/p\u003e \u003cp\u003eChapter 10 Service Obstacle System 183\u003c\/p\u003e \u003cp\u003eChapter 11 Accountability 201\u003c\/p\u003e \u003cp\u003eConclusion 225\u003c\/p\u003e \u003cp\u003eIndex 231\u003c\/p\u003e","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402344669527,"sku":"9780470503805","price":17.85,"currency_code":"GBP","in_stock":false}],"url":"https:\/\/bookcurl.com\/products\/unleashing-excellence-9780470503805","provider":"Book Curl","version":"1.0","type":"link"}