{"product_id":"unleashing-excellence-the-complete-guide-to-ultimate-customer-service-hardback-9780470503805","title":"Unleashing Excellence; The Complete Guide to Ultimate Customer Service (Hardback) 9780470503805","description":"\u003cfont face=\"Georgia\"\u003e\r\n\u003cp\u003e\u003cfont size=\"6\"\u003eUnleashing Excellence\u003c\/font\u003e\u003cbr\u003e\r\n\u003cfont size=\"5\"\u003eThe Complete Guide to Ultimate Customer Service\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\u003cp\u003e\u003cfont size=\"4\"\u003eDennis Snow (Author), Teri Yanovitch (Author)\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e9780470503805, Wiley\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eHardback, published 11 December 2009\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e256 pages, Charts: 46 B\u0026amp;W, 0 Color\u003cbr\u003e23.1 x 15.8 x 2.8 cm, 0.454 kg\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\r\n\r\n\r\n\u003cp align=\"justify\"\u003e\u003cstrong\u003e\u003cfont size=\"3\"\u003e\u003cb\u003eA step-by-step guide to designing and implementing an amazing customer service culture\u003c\/b\u003e  \u003cp\u003eIn 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.\u003c\/p\u003e \u003cp\u003e\u003ci\u003eUnleashing Excellence\u003c\/i\u003e 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.\u003c\/p\u003e \u003cul\u003e \u003cli\u003eOffers proven best practices for designing and implementing an excellent customer service culture\u003c\/li\u003e \u003cli\u003eSimple format divides content into nine \"leadership actions\" that guide you through a step-by-step process\u003c\/li\u003e \u003cli\u003eShows you how to build a common customer service vision for your entire organization\u003c\/li\u003e \u003c\/ul\u003e \u003cp\u003eCustomer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, \u003ci\u003eUnleashing Excellence\u003c\/i\u003e is the key.\u003c\/p\u003e\u003c\/font\u003e\u003c\/strong\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003e\u003cp\u003ePreface to the Second Edition vii\u003c\/p\u003e \u003cp\u003eAcknowledgments xi\u003c\/p\u003e \u003cp\u003eIntroduction xiii\u003c\/p\u003e \u003cp\u003eChapter 1 The DNA of Service Excellence 1\u003c\/p\u003e \u003cp\u003eChapter 2 The Leadership Actions 17\u003c\/p\u003e \u003cp\u003eChapter 3 The Service Improvement Team 21\u003c\/p\u003e \u003cp\u003eChapter 4 Developing the Service Improvement Core Tools 45\u003c\/p\u003e \u003cp\u003eChapter 5 Communication 73\u003c\/p\u003e \u003cp\u003eChapter 6 Training and Education 89\u003c\/p\u003e \u003cp\u003eChapter 7 Interviewing and Selection 115\u003c\/p\u003e \u003cp\u003eChapter 8 Measurement 141\u003c\/p\u003e \u003cp\u003eChapter 9 Recognition 169\u003c\/p\u003e \u003cp\u003eChapter 10 Service Obstacle System 183\u003c\/p\u003e \u003cp\u003eChapter 11 Accountability 201\u003c\/p\u003e \u003cp\u003eConclusion 225\u003c\/p\u003e \u003cp\u003eIndex 231\u003c\/p\u003e\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\u003cp\u003e\u003cfont size=\"3\"\u003eSubject Areas: Business \u0026amp; management [\u003ca title=\"See our other books on Business \u0026amp; management\" href=\"https:\/\/freshlyprintedbooks.co.uk\/search?q=%22Business%20\u0026amp;%20management%20%5BKJ%5D%22\"\u003eKJ\u003c\/a\u003e]\u003c\/font\u003e\u003c\/p\u003e\r\n\r\n\r\n\u003c\/font\u003e","brand":"Wiley","offers":[{"title":"Brand New","offer_id":52515861692696,"sku":"9780470503805","price":18.49,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0730\/2037\/5320\/files\/9780470503805_231383.jpg?v=1786669792","url":"https:\/\/freshlyprintedbooks.co.uk\/products\/unleashing-excellence-the-complete-guide-to-ultimate-customer-service-hardback-9780470503805","provider":"Freshly Printed Books","version":"1.0","type":"link"}