Unleashing Excellence

Informationen zum Autor 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. Klappentext A step-by-step guide to designing and implementing an amazing customer service cultureIn 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 organizationCustomer 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. Zusammenfassung 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. Inhaltsverzeichnis Preface to the Second Edition vii Acknowledgments xi Introduction xiii Chapter 1 The DNA of Service Excellence 1 Chapter 2 The Leadership Actions 17 Chapter 3 The Service Improvement Team 21 Chapter 4 Developing the Service Improvement Core Tools 45 Chapter 5 Communication 73 Chapter 6 Training and Education 89 Chapter 7 Interviewing and Selection 115 Chapter 8 Measurement 141 Chapter 9 Recognition 169 Chapter 10 Service Obstacle System 183 Chapter 11 Accountability 201 Conclusion 225 Index 231 ...

Auteur

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.

Texte du rabat

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.

Contenu

Preface to the Second Edition vii

Acknowledgments xi

Introduction xiii

Chapter 1 The DNA of Service Excellence 1

Chapter 2 The Leadership Actions 17

Chapter 3 The Service Improvement Team 21

Chapter 4 Developing the Service Improvement Core Tools 45

Chapter 5 Communication 73

Chapter 6 Training and Education 89

Chapter 7 Interviewing and Selection 115

Chapter 8 Measurement 141

Chapter 9 Recognition 169

Chapter 10 Service Obstacle System 183

Chapter 11 Accountability 201

Conclusion 225

Index 231