Business Success Through Service Excellence
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Author |
: Moira Clark |
Publisher |
: Routledge |
Total Pages |
: 216 |
Release |
: 2007-03-30 |
ISBN-10 |
: 9781136423147 |
ISBN-13 |
: 1136423141 |
Rating |
: 4/5 (47 Downloads) |
Synopsis Business Success Through Service Excellence by : Moira Clark
The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.
Author |
: Moira Clark |
Publisher |
: Routledge |
Total Pages |
: 212 |
Release |
: 2007-03-30 |
ISBN-10 |
: 9781136423130 |
ISBN-13 |
: 1136423133 |
Rating |
: 4/5 (30 Downloads) |
Synopsis Business Success Through Service Excellence by : Moira Clark
The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.
Author |
: C. M. Chang |
Publisher |
: Business Expert Press |
Total Pages |
: 152 |
Release |
: 2013-11-20 |
ISBN-10 |
: 9781606495452 |
ISBN-13 |
: 1606495453 |
Rating |
: 4/5 (52 Downloads) |
Synopsis Achieving Service Excellence by : C. M. Chang
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.
Author |
: Brian Hunt |
Publisher |
: CRC Press |
Total Pages |
: 190 |
Release |
: 2014-11-13 |
ISBN-10 |
: 9781439840474 |
ISBN-13 |
: 1439840474 |
Rating |
: 4/5 (74 Downloads) |
Synopsis Designing Service Excellence by : Brian Hunt
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
Author |
: John Tschohl |
Publisher |
: AudioInk |
Total Pages |
: 454 |
Release |
: 2011-09-22 |
ISBN-10 |
: 9781613391693 |
ISBN-13 |
: 1613391692 |
Rating |
: 4/5 (93 Downloads) |
Synopsis Achieving Excellence Through Customer Service by : John Tschohl
If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.
Author |
: Dennis Snow |
Publisher |
: John Wiley & Sons |
Total Pages |
: 261 |
Release |
: 2009-11-16 |
ISBN-10 |
: 9780470503805 |
ISBN-13 |
: 0470503807 |
Rating |
: 4/5 (05 Downloads) |
Synopsis Unleashing Excellence by : Dennis Snow
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 |
: Jane Leadbetter |
Publisher |
: Management Books 2000 |
Total Pages |
: 0 |
Release |
: 2011-02 |
ISBN-10 |
: 1852526718 |
ISBN-13 |
: 9781852526719 |
Rating |
: 4/5 (18 Downloads) |
Synopsis Sales & Service Excellence by : Jane Leadbetter
Every retailer knows that the key to their success is excellent customer service, but given the transient nature of sales staff this is sometimes hard to achieve. The book is divided into four sections: 1) The business: how to secure the belief and buy-in of the senior team/owner to commit to a sales and service culture. 2) The people: how to recruit, develop and reward frontline salespeople. 3) The environment: delivering the back-up required from those working behind the scenes. 4) The sale: how to make the most of every sales and service opportunity. This book shows readers how to embed a service culture that will make the most of every customer interaction to promote long-term business success.
Author |
: Theo Gilbert-Jamison |
Publisher |
: AuthorHouse |
Total Pages |
: 158 |
Release |
: 2005-08-09 |
ISBN-10 |
: 9781456720698 |
ISBN-13 |
: 1456720694 |
Rating |
: 4/5 (98 Downloads) |
Synopsis The Six Principles of Service Excellence by : Theo Gilbert-Jamison
In reading this book, you will find that The Six Principles of Service Excellence IS: A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.
Author |
: C William Crutcher |
Publisher |
: |
Total Pages |
: |
Release |
: 2017-12-08 |
ISBN-10 |
: 0692985719 |
ISBN-13 |
: 9780692985717 |
Rating |
: 4/5 (19 Downloads) |
Synopsis Managing Service Excellence by : C William Crutcher
What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.
Author |
: Horst Schulze |
Publisher |
: Zondervan |
Total Pages |
: 225 |
Release |
: 2019-03-05 |
ISBN-10 |
: 9780310352105 |
ISBN-13 |
: 031035210X |
Rating |
: 4/5 (05 Downloads) |
Synopsis Excellence Wins by : Horst Schulze
Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry. For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization. With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about: Why leading well is an acquired skill Serving your customers Engaging your employees Creating a culture of customer service Why vision statements make a difference What it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now. Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.