The Service Culture Handbook
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The Service Culture Handbook
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Author : Jeff Toister
language : en
Publisher:
Release Date : 2017-03-23
The Service Culture Handbook written by Jeff Toister and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-23 with categories.
Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute
Getting Service Right
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Author : Jeff Toister
language : en
Publisher: Toister Performance Solutions
Release Date : 2019-03-15
Getting Service Right written by Jeff Toister and has been published by Toister Performance Solutions this book supported file pdf, txt, epub, kindle and other format this book has been release on 2019-03-15 with categories.
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: Company cultures that unwittingly discourage excellent customer service.Employees torn between following policy or serving the customer.Cost reduction efforts that actually increase the cost of service.Poor products and services that make it impossible to satisfy customers.Bad habits that make it difficult to listen to customers' needs.Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.Note: the first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About I
Service Failure
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Author : Jeff Toister
language : en
Publisher: AMACOM/American Management Association
Release Date : 2013
Service Failure written by Jeff Toister and has been published by AMACOM/American Management Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Business & Economics categories.
What causes poor customer service? You might be surprised.
The International Handbook Of Organizational Culture And Climate
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Author : Susan Cartwright
language : en
Publisher: John Wiley & Sons
Release Date : 2001-03-30
The International Handbook Of Organizational Culture And Climate written by Susan Cartwright and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-03-30 with Business & Economics categories.
Organizational culture and climate continues to engage academic interest and debate. Culture has increasingly been linked to a diverse range of individuals and organizational behaviours. However, despite the international interest and importance of the concept, the dominant literature in this field has tended to reflect an Anglo-US model and perspective. There are no significant texts which have attempted to combine and integrate the more traditional with the more emergent perspective. This book will be the first volume to offer authoritative, critical and comprehensive discussion and information on the topic. It will review the current state of the art in terms of the theoretical and methodological issues and problems and it will consider future research directions.
Customer Service Tip Of The Week
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Author : Jeff Toister
language : en
Publisher:
Release Date : 2018-09-05
Customer Service Tip Of The Week written by Jeff Toister and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-09-05 with categories.
Reinforce your customer service skills! The best customer service professionals know it takes consistent focus to serve customers at the highest level. Whether you want to deliver world-class customer service or just get back to the basics, Customer Service Tip of the Week is your resource for proven tips, ideas, and techniques. Thousands of customer service professionals from all around the world read the weekly Customer Service Tip of the Week email. Now you can get more than 52 of the most popular tips all in one book. Use these tips to build rapport, exceed customer expectations, and solve tough problems. Select tips by category, by specific challenge, or just go in order. Each tip includes a short explanation plus practical suggestions. Focus on one tip per week to sharpen your skills over time. Customer service leaders will find additional resources for sharing the tips with your team!
Strategic Customer Service
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Author : John A. Goodman
language : en
Publisher: AMACOM/American Management Association
Release Date : 2009
Strategic Customer Service written by John A. Goodman and has been published by AMACOM/American Management Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. The Author draws on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota. Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom using hard data and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
The Guaranteed Customer Experience
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Author : Jeff Toister
language : en
Publisher:
Release Date : 2021-03-15
The Guaranteed Customer Experience written by Jeff Toister and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-03-15 with categories.
What if you could guarantee your customers an amazing experience-and then deliver on that promise every time?The Guaranteed Customer Experience turns the concept of a guarantee on its head. An experience guarantee goes beyond merely warrantying a product against defects. It encompasses the entire customer journey to promise an experience that never falls short of expectations.* Discover what truly motivates customers to buy from you.* Earn your customers' trust with an experience guarantee.* Avoid service failures that cause customer churn.Get an inside look at how leading organizations use experience guarantees to fuel customer-driven growth. Learn the real reasons people love these companies and remain loyal customers. Discover how brands, products, and even individual employees use the Guaranteed Customer Experience model to stand out from the competition.Creating a consistently great customer experience doesn't have to be a complicated and daunting task. The Guaranteed Customer Experience will help whether you're looking for a model that's easy to implement and understand, or you're trying to find a critical piece that's been missing from previous customer experience initiatives.
The Cooperative Culture Handbook
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Author : Yana Ludwig
language : en
Publisher:
Release Date : 2020-10-22
The Cooperative Culture Handbook written by Yana Ludwig and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-22 with categories.
The Handbook Of Organizational Culture And Climate
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Author : Neal M. Ashkanasy
language : en
Publisher: SAGE
Release Date : 2011
The Handbook Of Organizational Culture And Climate written by Neal M. Ashkanasy and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Business & Economics categories.
The Second Edition provides an overview of current research, theory and practice in this expanding field. The editorial team and the authors come from diverse professional and geographical backgrounds, and provide an unprecedented coverage of topics relating to both culture and climate of modern organizations.
The Corporate Culture Handbook
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Author : Gabrielle O'Donovan
language : en
Publisher:
Release Date : 2006
The Corporate Culture Handbook written by Gabrielle O'Donovan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006 with Corporate culture categories.
This book is aimed at dispelling much of the mystique surrounding corporate culture management in the workplace.