Chapter 1: The DNA of Service Excellence
..........................................1
Chapter 2: The Leadership
Actions......................................................23
Chapter 3: The Service Improvement
Team.........................................27
Chapter 4: The Service Philosophy and Service Standards
............43
Chapter 5:
Communication....................................................................67
Chapter 6: Training and Education
.....................................................81
Chapter 7: Interviewing and
Selection..............................................105
Chapter 8: Measurement
.................................................................. 127
Chapter 9: Recognition
......................................................................149
Chapter 10: Service Obstacle System
................................................161
Chapter 11: Management
Accountability..........................................177
Conclusion..............................................................................................189
Index
........................................................................................................195
