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Unleashing Excellence: The Complete Guide to Ultimate Customer Service Hardcover – November 16, 2009
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"Many authors tell you why great customer service matters; Yanovitch and Snow show you how to make it happen." -- Rich Stamberger, President & CEO, SmartBrief, Inc.
"The customer you save may be your own." -- Don Ogilvie, President, American Bankers Association --This text refers to an out of print or unavailable edition of this title.
From the Inside Flap
Unleashing Excellence guides you through the process of improving the customer experience and gives you practical, effective tools that you can tailor to your company's specific needs and culture. Divided into nine "Leadership Action" sections, it shows you the exact steps to take to create an organizational culture in which service excellence becomes a habit rather than an afterthought.
You'll learn how to train and educate your people in the most advanced and effective customer service techniques, how to measure the quality of the service you deliver to your customers, how to build a culture of personal accountability in your organization, and how to recognize and reward excellence in your people.
You can't build a great customer service organization without having a clear vision shared by everyone involved. Unleashing Excellence also helps you craft that vision, spread it among your people, and imbue those people with the sense of dedication and excellence that spectacular customer service demands. Rather than focusing just on customer service theory or philosophy, this book is a guide to the practical actions you need to take in order to turn service excellence into business as usual.
Changing your customer service practices is tough even in the best of times, but the reward is huge. Unleashing Excellence provides the ideas and tactics you need to keep your customers ecstatic.
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Top Customer Reviews
This knowledge is legendary. Techniques for delivering good customer service are well-known. This is not brain surgery. Why another book on the ubiquitous topic?
First, note the title. The book title doesn't talk about Excellent Customer Service or You Will Be Fired if You Aren't Nice to Our Customers. The Unleashing Excellence title-and theme of the book-is directed toward senior executives. Customer service is a corporate strategy that needs to be led from the top. This book needs to be read by senior executives that allege that they don't have time to read it. The downside of mediocre customer service can be career-limiting to executives who don't pay attention to this critical component of their company's business.
The authors, both formerly part of the Walt Disney leadership development programs, are now in private practice. They are active consultants-to a wide range of employers-on customer service issues. In their work, they apply what they learned at Disney and other employment experiences to deliver an executive-targeted message. Toward this end, the book is easy to read, includes shaded call-out boxes, Action Steps and Pitfalls to Avoid at the end of each chapter. The book's concluding chapter presents nine leadership actions to guide readers in strengthening their customer service delivery. A comprehensive index makes the book even more reader-friendly.Read more ›
Companies that build customer service as a vital part of their business model also build customer loyalty and strengthen their bottom lines. Those that don't, end up limiting their potential in the marketplace. The first chapter develops a framework to understand the essential ingredients of customer service, and the second chapter outlines the rest of the book. The remaining chapters focus on making customer service part of the "corporate DNA."
These remaining chapters go through the steps of institutionalizing customer service as part of corporate strategy. Topics range from setting up a service improvement team, and also setting service philosophy and standards, communication, training, measuring program effectiveness, recognition, and accountability.
The clean layout without footnotes, endnotes or a bibliography is clearly aimed not at the academician but at the practitioner. The fluid writing style makes the book easy to read.
The numerous anecdotes from a wide variety of settings peppered throughout the text help bring the concepts to life. The ideas and thought-provoking discussions in the chapters are supplemented with shaded call-out boxes, Action Steps, and Pitfalls to Avoid. The book's concluding chapter presents nine leadership actions to help readers strengthen customer service delivery.
While reading this book is the first step, the authors' intent is for readers to implement their ideas and suggestions.Read more ›
"1) Create the Service Improvement Team(...) Action Steps: a) Try to select 8 to 12 members at the most. b) Ensure that the team represents a cross-section of the organization c) Have as many senior level members as possible on the first Service Improvement Team. Members need to have the authority to get things done. d) Draft the team charter.
2) Develop the organization's Service Philosophy and Service Standards(...) The service Philosophy answers two questions: what we do? how we do it?...Guidelines for Developing your service standards: Each standard on the final list should be unique from every other standard...Each standard should be actionable...The standards must focus on customer service.
3) Develop and execute on ongoing service Communication and Awareness plan(...) Communication during the awareness stage - what employees need: information...Communication during the awkwardness stage - what employees need: reassurance...Communication during the assimilation stage - what employees need: what's new about the service effort.
4) Create and execute a plan for ongoing service Training and Education(...) Training for the frontline employees should: 1) Ensure consistent understanding of the service improvement process. 2) Share best practices regarding service excellence. 3) Develop personal action plans for service excellence. 4) Communicate next steps.
5) Adapt the Interviewing and Selecting processes to include all elements of the service culture(...) Action Steps: a) Observe and interview your best employees in order to uncover their service talents. b) Enlist your service superstars in your recruiting efforts.Read more ›
Most Recent Customer Reviews
This is a good book, but it is just one persons perspective.Published 11 months ago by Tacy Alfonso
Mark F. LaMoure, Boise, ID
"Unleashing Excellence," by Dennis Snow is a highly informative book. Read more
Great book!! Love his outlook on customer service, humor and teaching go well together.Published 19 months ago by Stephanie Coleman
Great no nonsense, step by step advice for building a service culture. Worth the read, worth the effort for sustainable business success.Published on June 2, 2013 by Sue
This book shows that Dennis Snow and Teri Yanovitch totally get customer excellence and the importance for all businesses. Read morePublished on June 5, 2011 by Marc Bowers
Economic challenges have led companies to slash budgets that affect the customer experience. Many of these companies have forgotten that it is the service experience that keeps... Read morePublished on February 10, 2010 by Lee B. Salz
Comment: "Finished reading the book. I'll add this to the top of my review, leaving the original intact at the bottom. Read more
It doesn't matter what the business is; if providing the best customer service humanly possible isn't its number one core value, you've got to wonder, "Why not? Read morePublished on November 19, 2009 by Larry Underwood