Unleashing Excellence: The Complete Guide to Ultimate Customer Service Updated and Expanded 2nd Edition
Author: Teri Yanovitch & Dennis Snow
Filled with vital information, Unleashing Excellence literally walks you through every aspect of the nine leadership actions required to compete in a global marketplace where products and services are becoming increasingly commoditized and the Internet provides dissatisfied customers with a powerful forum.
Just some of what you’ll learn from reading Unleashing Excellence… how to establish a Service Improvement Team, including selection criteria, member responsibilities, and meeting agendas; develop the Service Philosophy and Standards that become the non-negotiable service expectations every employee will be expected to follow; construct a communication strategy for getting your employees on board, and keeping them informed, involved and engaged in your service initiative; a clear strategy for delivering effective service training to every person at every level of your organization; select the right candidate for the right role, including the best recruitment methods and interviewing techniques; measure those factors that truly matter to customers, then incorporate the results for continuous improvement; recognize and reward superior service to keep employees motivated; identify and solve service obstacles that can emotionally disengage employees; and revise your accountability tools to include the elements of your service initiative.
The tools and methods provided in Unleashing Excellence are user-friendly, flexible and, best of all, practical.
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