Snow / Yanovitch Unleashing Excellence

The Complete Guide to Ultimate Customer Service
2. Auflage 2009
ISBN: 978-0-470-56416-5
Verlag: John Wiley & Sons
Format: PDF
Kopierschutz: Adobe DRM (»Systemvoraussetzungen)

E-Book, Englisch, 256 Seiten, E-Book

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.

Autoren/Hrsg.

Snow, Dennis

Yanovitch, Teri

Inhaltsverzeichnis

Preface to the Second Edition vii
Acknowledgments xi
Introduction xiii
Chapter 1 The DNA of Service Excellence 1
Chapter 2 The Leadership Actions 17
Chapter 3 The Service Improvement Team 21
Chapter 4 Developing the Service Improvement Core Tools 45
Chapter 5 Communication 73
Chapter 6 Training and Education 89
Chapter 7 Interviewing and Selection 115
Chapter 8 Measurement 141
Chapter 9 Recognition 169
Chapter 10 Service Obstacle System 183
Chapter 11 Accountability 201
Conclusion 225
Index 231

Über Autor(innen)

Dennis Snow spent twenty years developing his customerservice principles at The Walt Disney Company in a variety ofleadership roles. He now works as a full-time speaker, trainer, andconsultant, helping organizations achieve their goals in the areasof customer service, employee development, and leadership.
Teri Yanovitch has traveled the world implementing theproven Quality Improvement Process developed by management guruPhilip Crosby. She was a top-rated facilitator and speaker forDisney Institute, teaching Disney's renowned customer servicepractices. Today, she combines her quality management and customerservice experience to help organizations implement their ownculture of excellence.