"I recommend...to any company needing a 'how to' and 'can do' manual to implement service excellence in their organization." -- Richard A. Nunis, Retired Chairman, Walt Disney Parks & Resorts
"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
Happy customers make for healthy bottom lines. For most businesses, that means customer service is the key to long-term profitability and success. But some companies do it better than others, and it's often difficult to tell what works and what doesn't. If you want to build a customer service culture that gets real business results, you need the reliable, proven guidance in Unleashing Excellence
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.