Book description
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.
Dennis Snow spent twenty years developing his
customer service principles at The Walt Disney Company in a variety of
leadership roles. He now works as a full-time speaker, trainer, and
consultant, helping organizations achieve their goals in the areas of
customer service, employee development, and leadership.
Teri Yanovitch has traveled the world implementing the proven
Quality Improvement Process developed by management guru Philip
Crosby. She was a top-rated facilitator and speaker for Disney
Institute, teaching Disney's renowned customer service practices.
Today, she combines her quality management and customer service
experience to help organizations implement their own culture of
excellence.
