Building A Customer Service Culture

Author :
Publisher : Gower Publishing Company, Limited
ISBN 13 : 9780566081392
Total Pages : 160 pages
Book Rating : 4.93/5 ( download)

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Download or read book Building a Service Culture written by and published by Gower Publishing Company, Limited. This book was released on 1999-01-01 with total page 160 pages. Available in PDF, EPUB and Kindle. Book excerpt: This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.

Author : Ron Kaufman
Publisher :
ISBN 13 : 9780984762507
Total Pages : 0 pages
Book Rating : 4.07/5 ( download)

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Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

Author : David E. Reed
Publisher :
ISBN 13 : 9780978813796
Total Pages : 116 pages
Book Rating : 4.90/5 ( download)

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Download or read book A Culture of Service written by David E. Reed and published by . This book was released on 2007-07 with total page 116 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Author : Bob Hobbi
Publisher : IAP
ISBN 13 : 1607528274
Total Pages : 165 pages
Book Rating : 4.72/5 ( download)

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Download or read book Building a Customer Service Culture written by Bob Hobbi and published by IAP. This book was released on 2008-08-01 with total page 165 pages. Available in PDF, EPUB and Kindle. Book excerpt: The tenets of excellent customer service are central to any organization that creates or delivers products or services In fact, excellent customer service is a bigger differentiator today than it was twenty years ago. Customers are hungry for good service; they are hungry to establish long-term relationships with those who provide not only a one-time solution but serve as a long-term resource. There is a problem, however. Organizations and the people who work within them have difficulty implementing the principles of customer service. The vast majority of books and training materials on customer service teach the concepts, but do not provide the tools to implement them. In The Seven ServiceElements of Customer Success, we take you on an enjoyable journey where you will learn about the foundational principles of customer service and acquire the tools to implement those principles. These application tools will help make you more successful in your job and simultaneously contribute to an enhanced service culture in your organization. In the pages that follow, we blend classic knowledge with new information to create valuable insights about how to make customer service a sustainable competitive advantage in your job and for your organization.

Author : Michael D. Basch
Publisher : FT Press
ISBN 13 : 0130353310
Total Pages : 638 pages
Book Rating : 4.13/5 ( download)

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Download or read book Customer Culture written by Michael D. Basch and published by FT Press. This book was released on 2002 with total page 638 pages. Available in PDF, EPUB and Kindle. Book excerpt: The executive who pioneered FedEx's legendary customer culture shows exactly how to go beyond talk and make it happen for real. Basch identifies the key cultural obstacles and leadership failures that dilute customer focus, and demonstrates how to build systems and structures that help good people deliver great customer service.

Author : Robert Spector
Publisher : John Wiley & Sons
ISBN 13 : 1119375355
Total Pages : 231 pages
Book Rating : 4.57/5 ( download)

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Download or read book The Nordstrom Way to Customer Experience Excellence written by Robert Spector and published by John Wiley & Sons. This book was released on 2017-10-03 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels

Author : Micah Solomon
Publisher : HarperCollins Leadership
ISBN 13 : 1400214939
Total Pages : 241 pages
Book Rating : 4.38/5 ( download)

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Download or read book Ignore Your Customers (and They'll Go Away) written by Micah Solomon and published by HarperCollins Leadership. This book was released on 2020-01-14 with total page 241 pages. Available in PDF, EPUB and Kindle. Book excerpt: The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.

Author : Dennis Snow
Publisher : John Wiley & Sons
ISBN 13 : 0470503807
Total Pages : 261 pages
Book Rating : 4.05/5 ( download)

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Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-11-16 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Author : Mario Martinez
Publisher : Information Age Pub Incorporated
ISBN 13 : 9781593119362
Total Pages : 105 pages
Book Rating : 4.64/5 ( download)

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Download or read book Building a Customer Service Culture written by Mario Martinez and published by Information Age Pub Incorporated. This book was released on 2008 with total page 105 pages. Available in PDF, EPUB and Kindle. Book excerpt: The tenets of excellent customer service are central to any organization that creates or delivers products or services In fact, excellent customer service is a bigger differentiator today than it was twenty years ago. Customers are hungry for good service; they are hungry to establish long-term relationships with those who provide not only a one-time solution but serve as a long-term resource. There is a problem, however. Organizations and the people who work within them have difficulty implementing the principles of customer service. The vast majority of books and training materials on customer service teach the concepts, but do not provide the tools to implement them. In Building a Customer Service Culture, we take you on an enjoyable journey where you will learn about the foundational principles of customer service and acquire the tools to implement those principles. These application tools will help make you more successful in your job and simultaneously contribute to an enhanced service culture in your organization. In the pages that follow, we blend classic knowledge with new information to create valuable insights about how to make customer service a sustainable competitive advantage in your job and for your organization.

Author : Kristin Baird
Publisher : John Wiley & Sons
ISBN 13 : 111902031X
Total Pages : 176 pages
Book Rating : 4.18/5 ( download)

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Download or read book Customer Service in Health Care written by Kristin Baird and published by John Wiley & Sons. This book was released on 2014-07-25 with total page 176 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research confirms that it is six times more costly to attract anew customer than it is to retain an existing one. Creating a culture of service excellence requires planning,preparation, and persistence. Customer Service in HealthCare is designed to provide readers with the fundamentalinformation and skills to start or strengthen a customer serviceinitiative within a health care organization. This bookconcentrates on action as opposed to theory. It offers a practical,step-by-step process for creating a culture shift toward customerservice excellence at all levels of an organization, and presentsthe essentials to improving performance that will bring theindividuals closer to the mission, values, and standards. Chapters focus on: Tools for establishing and measuring customer service teamgoals Creating customer service standards unique to yourorganization Tips on training sessions Strategies for maintaining top-of-mind awareness of customerservice among employees Customer service techniques for physicians and nurses An overview of customer service as an essential component ofbusiness development and marketing