Unleashing Excellence: The Complete Guide to Ultimate Customer Service

Overview

Happy customers make for healthy bottom lines. For most businesses, that means customer service is the key to long-term profitability and success. But some companies do it better than others, and it's often difficult to tell what works and what doesn't. If you want to build a customer service culture that gets real business results, you need the reliable, proven guidance in Unleashing Excellence.

Unleashing Excellence guides you through the process of improving the customer ...

See more details below
Available through our Marketplace sellers.
Other sellers (Hardcover)
  • All (37) from $1.99   
  • New (4) from $4.96   
  • Used (33) from $1.99   
Close
Sort by
Page 1 of 1
Showing All
Note: Marketplace items are not eligible for any BN.com coupons and promotions
$4.96
Seller since 2007

Feedback rating:

(593)

Condition:

New — never opened or used in original packaging.

Like New — packaging may have been opened. A "Like New" item is suitable to give as a gift.

Very Good — may have minor signs of wear on packaging but item works perfectly and has no damage.

Good — item is in good condition but packaging may have signs of shelf wear/aging or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Acceptable — item is in working order but may show signs of wear such as scratches or torn packaging. All specific defects should be noted in the Comments section associated with each item.

Used — An item that has been opened and may show signs of wear. All specific defects should be noted in the Comments section associated with each item.

Refurbished — A used item that has been renewed or updated and verified to be in proper working condition. Not necessarily completed by the original manufacturer.

New
2003-01-01 Hardcover New FIRST DC PRESS EDITION STATED. Hardcover w/ DJ. You are buying a Book in NEW condition with very light shelf wear.

Ships from: Wilmington, NC

Usually ships in 1-2 business days

  • Canadian
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$10.01
Seller since 2010

Feedback rating:

(84)

Condition: New
Hardcover New 193202106X Nice cover & clean pges. SATISF GNTD + SHIPS W/IN 24 HRS. Ships in a padded envelope. #511a.

Ships from: BOYNTON BEACH, FL

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$11.61
Seller since 2007

Feedback rating:

(98)

Condition: New
2003-09 Hardcover New HARDCOVER, BRAND NEW COPY, Perfect Shape, No Black Remainder Mark,

Ships from: La Grange, IL

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$58.77
Seller since 2008

Feedback rating:

(214)

Condition: New

Ships from: Chicago, IL

Usually ships in 1-2 business days

  • Standard, 48 States
  • Standard (AK, HI)
Page 1 of 1
Showing All
Close
Sort by
Unleashing Excellence: The Complete Guide to Ultimate Customer Service

Available on NOOK devices and apps  
  • NOOK Devices
  • Samsung Galaxy Tab 4 NOOK 7.0
  • Samsung Galaxy Tab 4 NOOK 10.1
  • NOOK HD Tablet
  • NOOK HD+ Tablet
  • NOOK eReaders
  • NOOK Color
  • NOOK Tablet
  • Tablet/Phone
  • NOOK for Windows 8 Tablet
  • NOOK for iOS
  • NOOK for Android
  • NOOK Kids for iPad
  • PC/Mac
  • NOOK for Windows 8
  • NOOK for PC
  • NOOK for Mac
  • NOOK for Web

Want a NOOK? Explore Now

NOOK Book (eBook)
$13.99
BN.com price
(Save 43%)$24.95 List Price

Overview

Happy customers make for healthy bottom lines. For most businesses, that means customer service is the key to long-term profitability and success. But some companies do it better than others, and it's often difficult to tell what works and what doesn't. If you want to build a customer service culture that gets real business results, you need the reliable, proven guidance in Unleashing Excellence.

Unleashing Excellence guides you through the process of improving the customer experience and gives you practical, effective tools that you can tailor to your company's specific needs and culture. Divided into nine "Leadership Action" sections, it shows you the exact steps to take to create an organizational culture in which service excellence becomes a habit rather than an afterthought.

You'll learn how to train and educate your people in the most advanced and effective customer service techniques, how to measure the quality of the service you deliver to your customers, how to build a culture of personal accountability in your organization, and how to recognize and reward excellence in your people.

You can't build a great customer service organization without having a clear vision shared by everyone involved. Unleashing Excellence also helps you craft that vision, spread it among your people, and imbue those people with the sense of dedication and excellence that spectacular customer service demands. Rather than focusing just on customer service theory or philosophy, this book is a guide to the practical actions you need to take in order to turn service excellence into business as usual.

Changing your customer service practices is tough even in the best of times, but the reward is huge. Unleashing Excellence provides the ideas and tactics you need to keep your customers ecstatic.

Read More Show Less

Product Details

  • ISBN-13: 9781932021066
  • Publisher: Midpoint Trade Books, Incorporated
  • Publication date: 9/28/2003
  • Pages: 230
  • Product dimensions: 6.10 (w) x 9.10 (h) x 0.70 (d)

Meet the Author

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.

Read More Show Less

Table of Contents

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

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing 1 Customer Reviews
  • Anonymous

    Posted July 12, 2009

    I Also Recommend:

    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  No   Report this review
Sort by: Showing 1 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)