Download or read book On Great Service written by Leonard L. Berry and published by Simon and Schuster. This book was released on 1995-04-01 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service. This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation. Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action.

Download or read book Zingerman s Guide to Giving Great Service written by Ari Weinzweig and published by Hyperion. This book was released on 2012-06-26 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.

Download or read book Customer Love written by Mac Anderson and published by Sourcebooks, Inc.. This book was released on 2013-01-01 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: If your organization's goal is to create a lasting service culture...you're going to love Customer Love! Mac Anderson has compiled a fantastic book filled with unforgettable true stories about individuals and companies who have "wowed" their customers and turned them into raving fans! In Customer Love. great stories about great service" you will explore 24 unforgettable stories about phenomenal customer service. Each chapter will ignite your thoughts and inspire new ideas that you can use to take your customer service to the next level. Share this book with your employees and watch the creative ideas flow. Utilize the ideas behind these creative narratives to grow your business - and remember "if you do something good for one customer, they'll tell 100 other people." Buy this book and get the creative juices flowing; and hopefully, inspire you and your team to start your own collection of customer love stories.

Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by Berrett-Koehler Publishers. This book was released on 2015-09-01 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.

Download or read book Great Customer Connections written by Richard S. Gallagher and published by Amacom Books. This book was released on 2006 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: "To provide the ultimate in customer service, every member of the service team needs to turn customer interactions into "peak experiences." Filled with effective techniques that borrow from principles of psychology, Great Customer Connections presents a unique step-by-step program that lets you: connect with customer's individual personalities; use the "secret phrases" that make customers feel great; tell them anything without upsetting them; stop having to say "no" - permanently; and defuse any crisis and take command of each interaction - even with your most difficult and unclear customers."--BOOK JACKET.

Download or read book Award winning Customer Service written by Renee Evenson and published by Amacom. This book was released on 2007 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Award-Winning Customer Service" offers scores of quick tips for readers looking to improve and then maintain their company's level of customer service. The book is filled with practical advice on planning and goal-setting, effective communication, leadership, and other topics.

Download or read book Leadership for Great Customer Service written by Thom Mayer and published by ACHE Management. This book was released on 2014 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as "The A-Team Tool Kit," which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.

Download or read book The Best Service is No Service written by Bill Price and published by John Wiley & Sons. This book was released on 2011-09-14 with total page 341 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences

Download or read book Together is Better written by Simon Sinek and published by Penguin UK. This book was released on 2016-09-13 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: Most of us live our lives by accident - we live as it happens. Fulfilment comes when we live our lives on purpose. 'What are you going to do with your life? What are you doing with your life now?' 'Do you have goals? A vision? A clear sense of why you do what you do?' Almost everyone knows someone who has grappled with at least one of these questions. The answers can often seem elusive or uncertain. Though there are many paths to follow into the unknown future, there is one way that dramatically increases the chances we will enjoy the journey. To travel with someone we trust. We can try to build a successful career or a happy life alone, but why would we? Together is better. This unique and delightful little book makes the point that together is better in a quite unexpected way. Simon Sinek, bestselling author of Start With Why and Leaders Eat Last, blends the wisdom he has gathered from around the world with a heartwarming, richly illustrated original fable. Working hard for something we don't care about is called stress. Working hard for something we love is called passion.

Download or read book Customer Service Management Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.

Download or read book Customer Service Training 101 written by Renee Evenson and published by AMACOM Div American Mgmt Assn. This book was released on 2011 with total page 239 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your service team may represent the first, last, or only interaction point between your customers and your company. Your front-line service professionals make or break countless opportunities, leads, sales, and relationships every day. Completely revised and updated to meet the challenges of a new service landscape, the second edition ofCustomer Service Training 101 presents proven techniques for creating unforgettable customer experiences. The book covers every aspect of face-to-face, phone, Internet, and self-service customer relations, and provides simple yet powerful tips for: * Projecting a positive attitude and making a great first impression * Communicating effectively, both verbally and nonverbally * Developing trust, establishing rapport, and making customers feel valued * Confidently handling difficult customers and situations New features include "How Do I Measure Up?" self-assessments, and "Doing It Right" examples from the author's extensive customer service experience. Every step-by-step lesson in this comprehensive and inspiring training manual is augmented with instructive sidebars, a summary of key points, practice exercises, and so much more.

Download or read book Zombie Loyalists written by Peter Shankman and published by Macmillan. This book was released on 2015-01-27 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Bestselling author Peter Shankman shows you how to create fanatically loyal customers who convert everyone they meet

Download or read book One Minute Service written by Bruce Loeffler and published by Dc Press. This book was released on 2009-09-01 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: Offers ideas for creating a customer service culture that provides value, consistent quality, and excellence, using Walt Disney as a model to explain the suggestions.

Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Download or read book Wow That s What I Call Service written by Don Hales and published by Ecademy Press. This book was released on 2007-07 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: This little book is full of stories about people and businesses that cause customers to fall in love--tales brought together in order that they may serve as an inspiration to raise standards of customer service throughout the U.K.

Download or read book Great Hotel Service written by Orkun Avkan and published by Independently Published. This book was released on 2019-06-30 with total page 214 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great Hotel Service outlines proven principles and processes for helping your hotel focus on satisfying your customers. Orkun Avkan's book provides tips and rules in a variety of service topics. One hundred one practical ways in the book will not only motivate you but create a culture to solve problems proactively and deliver exceptional customer service.

Download or read book Experience Design for Customer Service written by Mark Stanley Pmp and published by Jones Media Publishing. This book was released on 2019-03-05 with total page 110 pages. Available in PDF, EPUB and Kindle. Book excerpt: Senior executives from a well-known company have gathered at an off-site meeting. They are there to review the latest company results before they will be released to the public. Revenue is flat, profits are not growing, and customers are not saying nice things on social media. No one at the meeting has a clear idea of why, and there aren't any new ideas on the table. The only thing everyone seems to be good at is offering excuses about why things are the way they are. After all, the search for someone to blame is always successful. Are you at that point with your company? Do you struggle with aligning the service you deliver to the promise made by your brand? Which stage of grief are you in: denial, anger, bargaining, or depression? Or have you reached the point of acceptance that it's time to change? Experience Design for Customer Service: How to go from mediocre to great! introduces The Service Trifecta, the three fundamental pillars of iconic service: What job were you hired to do? How will you do the job efficiently? How can you create an effective, memorable experience? Are you are looking for logical, intuitive, concrete steps you can take right now? Steps that will deliver a differentiated experience for your customers? Then this book is for you. The concepts outlined inside are used by leading companies around the world. It works for them, and it will work for you. Open it up and see for yourself! Praise For Experience Design For Customer Service: "Experience Design for Customer Service is for everyone who wants to turn their mundane service interactions into engaging encounters, experiences that create a memory within each individual customer. Mark Stanley (one of our Certified Experience Economy Experts) masterfully shows you step by step how to make it happen - while properly noting that it won't be easy, but it will be worth it." - B. Joseph Pine II, co-author, The Experience Economy "Useful without being overused. Stanley excels at giving real life advice for real life situations, neatly grounded in solid, down-to-earth theory. If you're in the business of improving your business, this book is for you." - Claus Raasted, Co-Founder, the College of Extraordinary Experiences "Mark Stanley has boiled down the often nebulous and frustrating world of customer service with his neat, clear, and actionable Service Trifecta. By taking his 30-question survey on each of the three areas (Jobs to be done, Process efficiency, and Memorable experiences), and then his final survey on change readiness, you will be well on the way to upgrade, significantly, your customers' experience with your brand, and your service operations. Mark's emphasis on story telling is also spot on, an excellent reminder to make sure that your employees and your customers, and indeed the entire enterprise, needs to collect, assess, and circulate good stories and bad stories. I highly recommend Experience Design for Customer Service: How to go from mediocre to great!" - Bill Price, author, The Best Service Is No Service "A frictionless service experience generates instant joys to customers and is soon to be forgot; a branded service experience creates memorable pleasures and builds your brand. Mark Stanley will help you to make the right choice and achieve your goals!" - Sampson Lee, author, PIG Strategy: Make Customer Centricity Obsolete and Start a Resource Revolution "Customer Experience is more than saying we care about our loyal subscribers. It's providing value that drives loyalty and retention." - Jerry Hill, Vice President Consumer Sales & Marketing Operations at Gannett USA TODAY