Service Failure

Service Failure

4.11 - 1251 ratings - Source

Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees arena€™t delivering the service they should. The results can be both surprising and illuminating, such as: a€c Company culture doesna€™t always support service excellence a€c Over-emphasis on cost reduction often increases the cost of service a€c Employees are torn between doing the right thing for the customer and following policy a€c Poor products and services can make helping the customer nearly impossible a€c Employeesa€™ interests often dona€™t align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.The second exercise helps employees integrate this customer focus into their daily activities. Employees start by writing a thank-you letter from an imaginary customer addressing it to themselves. The letter should describe what the employeeanbsp;...

Title:Service Failure
Author:Jeff Toister
Publisher:AMACOM Div American Mgmt Assn - 2012-11-15


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