Unleashing Excellence: The Complete Guide to Ultimate Customer Service (Updated, Expanded)

By Dennis Snow, Teri Yanovitch
A step-by-step guide to designing and implementing an amazingcustomer service culture

In today's competitive business environment, keeping customershappy is the key to long-term success. But some businesses providemuch better customer service than others. It's not always clearwhat works and what doesn't, and implementing new customer servicepractices midstream can be a difficult, chaotic task. Businessleaders who want to transform their business culture into one ofcustomer service excellence need reliable, proven guidance.

Unleashing Excellence gives you practical tools andstep-by-step guidance tailored to your company's individualcustomer service needs. It shows you how to navigate your teamsthrough every step of the implementation process to achieve truecustomer service excellence. The book covers the training andeducation of your group, how to measure the quality of yourservice, how to build a culture of personal accountability, and howto recognize excellence and reward it. Fully revised to includeupdated information on the latest tools and best practices, as wellas the stories and lessons learned from those organizations thathave used the process described in the book.

  • Offers proven best practices for designing and implementing anexcellent 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 foryour entire organization

Customer service is vital to the survival of your business. Ifyou want to move your organization's customer service practicesfrom good to great, Unleashing Excellence is the key.


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ISBN: 9780470503805

About the Hardcover

Publisher Wiley
Publish date 11/01/2009
Pages 238
ISBN-13 9780470503805
ISBN-10 0470503807
Language English

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