| Description |
1 online resource (x, 178 pages) : illustrations |
| Note |
Includes index. |
| Summary |
"Fed up with giving mediocre or inconsistent customer service? Have you tried training staff but it still isn't working? If others can do it why can't you? Are you searching for the missing link? This book covers absolutely everything you could ever wish to know on how to turn average customer experience into something gold star. From the basics to the magic, we've got it covered. Using real-life examples and stories, this book takes you through the key elements of how to improve your customer experience. With chapters on turning your staff into service heroes, service leadership, rewards, measurement, and service across cultures, this book is your 'how to ... ' guide. Our Dangerous books feature myth-busting approaches to a range of business challenges, how Impact Innovation's simple but often radical strategies have transformed the people, the teams and the organisations we have worked with."--Publisher's website. |
| Contents |
Introduction -- Emotional, rational and lifetime loyalty -- Basics and magic -- In your customer's shoe (singular) -- Managing for great service -- Creating service heroes -- Signals of service -- Training your customer -- Rewards and recognition -- Service across cultures -- Pulling it together. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Customer services.
|
|
Creative ability in business.
|
|
Customer services. |
|
BUSINESS & ECONOMICS -- Customer Relations. |
|
Creative ability in business |
|
Customer services |
| Added Author |
Stenner, Kate, author.
|
|
Impact Innovation Ltd., sponsoring body.
|
| Other Form: |
Print version: Dangerous customer service. London : Bloomsbury, 2011 9781408125021 (OCoLC)767796959 |
| ISBN |
9781408127377 (electronic bk.) |
|
1408127377 (electronic bk.) |
|
9781408134344 (electronic bk.) |
|
1408134349 (electronic bk.) |
|
9781408125021 |
|
1408125021 |
|
