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Unleashing Excellence: The Complete Guide to Ultimate Customer Service
 
 
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Unleashing Excellence: The Complete Guide to Ultimate Customer Service (Hardcover)

~ Dennis Snow (Author), Teri Yanovitch (Author) "I JUST WANTED A QUICK BITE TO EAT, so I stopped at a fast food restaurant..." (more)
Key Phrases: Service Improvement Team, Everything Speaks, Leadership Action (more...)
4.9 out of 5 stars  See all reviews (7 customer reviews)
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Editorial Reviews

Review

"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


Product Description

"Customer Service" is not a lost art -- but it surely needs to be rediscovered. With all the books that have been written on the subject, it is surprising how little solid insight has been really offered. That is why Unleashing Excellence stands out from the crowd. Without fluff and puffery, customer service experts Dennis Snow and Teri Yanovitch give a no-nonsense, highly readable, easy-to-understand guide that will encourage readers to take a serious look at their own efforts and make the important changes necessary to create the ultimate customer service for their businesses. By examining some of the world's best customer service organizations, readers will be provided with the keys to implementing programs and changing behaviors that can spell success. As Aritotle said, "We are what we do repeatedly, therefore, excellence is not an act, but a habit." Unleashing Excellence will help determined readers to make excellent service a habit.
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Product Details

  • Hardcover: 222 pages
  • Publisher: DC Press; 1 edition (September 2003)
  • Language: English
  • ISBN-10: 193202106X
  • ISBN-13: 978-1932021066
  • Product Dimensions: 9.3 x 6.2 x 0.7 inches
  • Shipping Weight: 15.5 ounces (View shipping rates and policies)
  • Average Customer Review: 4.9 out of 5 stars  See all reviews (7 customer reviews)
  • Amazon.com Sales Rank: #311,920 in Books (See Bestsellers in Books)

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Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
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I JUST WANTED A QUICK BITE TO EAT, so I stopped at a fast food restaurant. Read the first page
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Service Improvement Team, Everything Speaks, Leadership Action, Service Obstacle System, Walt Disney World, Southwest Airlines, California Grill, Front Desk, Jack Welch, Manager Tool, Press Ganey, Best Buy, Westgate Resorts
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Customer Reviews

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6 of 6 people found the following review helpful:
5.0 out of 5 stars Effective Guide for Executives and Managers, October 31, 2003
By Roger E. Herman (Greensboro, NC USA) - See all my reviews
(TOP 1000 REVIEWER)    (REAL NAME)   
Customer service is similar to Motherhood and Apple Pie. Organizations that deliver outstanding customer service as an integral part of their business operation build customer loyalty and bottom line strength. Those that don't...well, we all know that bad customer service can destroy a company, or at least severely limit its potential.

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.

Readers will benefit from a continual flow of best practice stories from many employment settings. Many of the examples of good work come from the authors' clients. These illustrations serve to enhance and illuminate the content to bring the traditional concepts to life in ways that leaders can read the book and initiate appropriate actions for individual and organizational improvement. Several sections of the book stand out in my mind, but all chapters are filled with ideas, thought-provoking discussions, and anecdotes to bring the concepts to life.

Yes (sigh), this is ANOTHER customer service book. Do we need more books on this topic? Some of us are beginning to feel overstuffed with this topic---like the bloated feeling we get after a huge Thanksgiving dinner. Thankfully, this book serves a specific purpose of providing how-to advice and insights for executives and managers to consider and implement. Use it as a tool to stimulate customer service conversations in your organization as you inspire increasingly high attention to incredible customer service as a part of your corporate DNA.

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5.0 out of 5 stars Practical guide for difficult times, July 12, 2009
Customer service is not brain surgery, but it IS a combination of knowledge, skill and common sense. Organizations that do not hire the right people and train them effectively are missing the boat and deserve to lose customers when they fail to do these basic things. Unleashing Excellnce takes a very pragmatic approach to service and outlines simple steps that organizations can apply to create an atmosphere in which customers are treated with respect and recognized as being valuable to the success of the organization. Yanovich and Snow take the reader through the "DNA" of service and provide a model that any organization can implement. Throughout the book, the message is focused on having leaders and employees work together as a team to accomplish service excellence. Strategies for hiring and training employees, enhancing communication, measuring service success and much more is contained in this book. A definite "must have" for any manager. This is a great companion piece to Customer Service Skills for Success
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5.0 out of 5 stars Excellent - very practical and no nonsense approach, February 17, 2009
There are many research articles and books out there that talk a lot about customer service and experience concepts. But nothing provides a practical and pragmatic approach to implementation. It is a must for any company that is serious about customer service.
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Most Recent Customer Reviews

5.0 out of 5 stars what customer service is all about
This book helps you to remember what customer service in any field is suppose to be and how to achieve customer service excellence. Read more
Published 19 months ago by Teresa A. Irwin

5.0 out of 5 stars Disney Best Practices Translated for Real Results
Dennis Snow is brilliant. His contribution at The Walt Disney World Co. was truly incredible. I had the honor of being taught by Dennis while I was working at Walt Disney World... Read more
Published 19 months ago by Steven M. Rowell

4.0 out of 5 stars This is a standout book!
As the title Unleashing Excellence suggests, this book is directed at senior executives. It starts with the premise that customer service is a corporate strategy (just as... Read more
Published on September 14, 2006 by armchairinterviews.com

5.0 out of 5 stars Required Reading for Customer Service Providers/Professional
What a great book! A practical and quick read that should be mandatory for everyone that works in the customer service arena. Read more
Published on September 29, 2003

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