Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-11-16 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. 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. Offers proven best practices for designing and implementing an excellent 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 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.
Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-10-29 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. 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. Offers proven best practices for designing and implementing an excellent 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 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.
Download or read book The Complete Guide to Customer Service written by Linda M. Lash and published by . This book was released on 1989-01-17 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents the ten key guidelines for moving an organization to service excellence and keeping it there. Illustrates principles with down-to-earth examples for both large and small companies, giving readers a wide range of situations with which they can identify. The guidelines cover all the relevant functional areas, such as training, advertising, daily operations, finance, etc. Also shows the nineteen functions for maintaining a successful complaint handling unit. Each chapter concludes with separate lists of guidelines for chief executives, front line service personnel, back-office support, and middle management.
Download or read book Customer Service Excellence a Complete Guide written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2018-04-30 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt: Who will be responsible for deciding whether Customer Service Excellence goes ahead or not after the initial investigations? What vendors make products that address the Customer Service Excellence needs? How much are sponsors, customers, partners, stakeholders involved in Customer Service Excellence? In other words, what are the risks, if Customer Service Excellence does not deliver successfully? in other words, can we track that any Customer Service Excellence project is implemented as planned, and is it working? How can you negotiate Customer Service Excellence successfully with a stubborn boss, an irate client, or a deceitful coworker? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Service Excellence investments work better. This Customer Service Excellence All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Customer Service Excellence Self-Assessment. Featuring 702 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Service Excellence improvements can be made. In using the questions you will be better able to: - diagnose Customer Service Excellence projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Customer Service Excellence and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Customer Service Excellence Scorecard, you will develop a clear picture of which Customer Service Excellence areas need attention. Your purchase includes access details to the Customer Service Excellence self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. Your exclusive instant access details can be found in your book.
Download or read book Managing Service Excellence written by C William Crutcher and published by . This book was released on 2017-12-08 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.
Download or read book Customer Service Excellence A Complete Guide 2021 Edition written by Gerardus Blokdyk and published by . This book was released on with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Complete Idiot s Guide to Great Customer Service written by Ron Karr and published by Penguin. This book was released on 2003-01-13 with total page 366 pages. Available in PDF, EPUB and Kindle. Book excerpt: You're no idiot, of course. You skillfully manage your kids' temper tantrums, diplomatically handle office politics, and even pleasantly deal with your friends' bickering. But when it comes to handling customer service, you feel utterly lost. It's time to make great customer service an indispensable part of your daily operation! The Complete Idiot's Guide® to Great Customer Service teaches you how to create the "Service Difference"—service that genuinely pleases your customers and sets your organization apart from the pack.
Download or read book Customer Service Excellence A Complete Guide 2020 Edition written by Gerardus Blokdyk and published by 5starcooks. This book was released on 2019-08-27 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: Do you aggressively reward and promote the people who have the biggest impact on creating excellent customer service excellence services/products? Where is training needed? How and when will the baselines be defined? Has a customer service excellence requirement not been met? Are there regulatory / compliance issues? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role... In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Customer Service Excellence investments work better. This Customer Service Excellence All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Customer Service Excellence Self-Assessment. Featuring 941 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Customer Service Excellence improvements can be made. In using the questions you will be better able to: - diagnose Customer Service Excellence projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Customer Service Excellence and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Customer Service Excellence Scorecard, you will develop a clear picture of which Customer Service Excellence areas need attention. Your purchase includes access details to the Customer Service Excellence self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Customer Service Excellence Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Download or read book Turn Customer Service Into Customer Sales written by Bernard Katz and published by McGraw-Hill/Contemporary. This book was released on 1999 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is a complete handbook for achieving excellence in customer service. With easy-to-follow, step-by-step procedures for researching, hiring, training, execution and follow-up -- all necessities for good customer service -- this guide helps businesses of all types use customer service to increase profitability.
Download or read book Managing the Customer Experience written by Shaun Smith and published by Pearson Education. This book was released on 2002 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: You need loyal customers, not just satisfied ones. Managing the Customer Experience: Turn Customers Into Advocatesshows you how to manage your customer experience and reap the rewards.
Download or read book Exceptional Service Exceptional Profit written by Leonardo Inghilleri and published by AMACOM. This book was released on 2010-04-14 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Download or read book Lessons from the Mouse written by Dennis Snow and published by . This book was released on 2010-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Outlines ten practical principles for increasing the effectiveness of any business organization, based on the author's years at Disney World.
Download or read book Customer Experience Strategy written by Lior Arussy and published by . This book was released on 2010 with total page 350 pages. Available in PDF, EPUB and Kindle. Book excerpt: In writing Customer Experience Strategy, I worked to combine a complete strategic and executional blueprint with an easily accessed reference book. My goal is to allow you to find practical guidance and new ideas to enhance your customer experience journey, no matter your entry point into the strategy. Are you struggling with leadership?s sponsorship? There?s is a chapter for that. Missing the business case? There?s a chapter for that. Looking for guidance how to innovate? There?s a chapter for that. Just getting started in exploring this customer-centric endeavor? There?s an entire blueprint, from start to launch and beyond, for that very purpose. No matter your current stage in the customer experience journey, this book is designed to help you achieve the next level. It?s time to stop focusing on others? customer experience stories and create your own success story. It?s time to stop staring at such legends as Starbucks, Nordstrom, Virgin, Southwest Airlines, Whole Foods and Four Seasons and start creating your own legendary customer experience. It?s time to execute. It will be my privilege, through the journey that is this book, to be part of your travels, and watch you create your own legend. ?Lior Arussy
Download or read book Uncommon Service written by Frances X. Frei and published by Harvard Business Press. This book was released on 2012 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Download or read book The Customer Support Handbook written by Sarah Hatter and published by Cosupport. This book was released on 2014-02-04 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do you hire the best support team? What's the best use of social media for support and service? Should we apologize for the inconvenience? The web's leading experts are ready to share our answers and experience with everyone, plus share stories and radical advice for building your own exceptional customer experience. In The Customer Support Handbook, leaders in customer support bring their stories of brand failures, triumphs and best practices for support on the web. Finally, all you need to create your own amazing support team in one handy-dandy manual. If you're a CEO Or Founder:This book is your primer on the future of customer support - not just offering transactional service but intentionally striving to make your company's customer service the new gold standard. Learn about the importance of engaging your customer support team with your product development, how to really measure customer happiness, and why you should be investing in your support staff as your top rung employees. If you're a customer support professional:This book is your validation, your reminder that what you do for a living is an important part of product development and the future of the web. Learn tips and tricks for offering the best customer support possible, including example replies for tough questions, recommendations on better language and tone to use in social media, and advice on handling difficult customers. "Customer service is no longer just a job but a bonafide career path, and this book is your undergraduate degree." - Richard White, Founder and CEO of UserVoice
Download or read book Dealing with Difficult Customers A Complete Guide to Handling Angry Demanding and Difficult Customers Using the N E W Model for Exceptional Service written by Gerard Assey and published by Gerard Assey. This book was released on 2024-07-04 with total page 102 pages. Available in PDF, EPUB and Kindle. Book excerpt: ‘Dealing with Difficult Customers- A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service’ is so comprehensive that it equips professionals at all levels with the essential skills to navigate and excel in challenging customer interactions. Grounded in practicality and empathy, this book explores the psychology behind customer behaviors, offering insights into emotional and rational triggers that drive difficult interactions. It categorizes and provides detailed strategies for handling various types of difficult customers—from the High Roller to the Constant Critic and beyond—using proven techniques like the N.E.W. Model (Navigate, Empathize, Win). With a focus on fostering service excellence and building lasting customer relationships, each chapter offers actionable advice, real-world examples, and scenario-based exercises. From managing personal emotions and defusing conflicts to implementing effective follow-up strategies, this book empowers readers to transform customer challenges into opportunities for growth and loyalty. Whether you're in customer service, management, or entrepreneurship, this book is your indispensable companion to mastering the art of exceptional customer care.
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by AudioInk. This book was released on 2011-09-22 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.
