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Customer Service Strategies for Success
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.Was this review helpful? Yes NoThank you for your feedback. Report this reviewThank you, this review has been flagged.