After
a great product or service, the
one thing that brings people back (be it to your company, store, Internet
site or other business is the “good feeling” a customer goes
away with as a result of their last contact with someone at your company.
It may be the product itself that brings a Customer back. It may be a
knowledgeable, friendly representative that causes that warm glow. But it is
rare when a good
product package with poor customer service results in return business.
People just hate being poorly treated, overlooked, or dismissed. And the
direct result of poor Customer Service
is seen in reduced sales revenue. No company
is immune to the hazards of poor service.
Without
fluff and puffery, the authors of Unleashing
Excellence have
produced a highly
readable, easy-to-understand guide that will encourage readers to take a
strong look at their customer service efforts. With practical tools [all
that can be tailored to a company’s own needs],
readers will find a step-to-step guide for building a culture of
service excellence. Here is a book that can he picked up and read,
understood and implemented by the most experienced company, department or
employee, as well as an organization
just beginning to focus on customer service.
With
many years of experience
in their backgrounds, Snow and Yanovitch, present the best practices of
some of the world’s finest organizations. Give your company a shot in
the arm with an injection
of these best practices as found in Unleashing
Excellence: The Complete Guide to Ultimate Customer
Service.
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