Unleashing Excellence (PDF)

A step-by-step guide to designing and implementing an amazing
customer service culture

In today's competitive business environment, keeping customers
happy is the key to long-term success. But some businesses provide
much better customer service than others. It's not always clear
what works and what doesn't, and implementing new customer service
practices midstream can be a difficult, chaotic task. Business
leaders who want to transform their business culture into one of
customer service excellence need reliable, proven guidance.

Unleashing Excellence gives you practical tools and
step-by-step guidance tailored to your company's individual
customer service needs. It shows you how to navigate your teams
through every step of the implementation process to achieve true
customer service excellence. The book covers the training and
education of your group, how to measure the quality of your
service, how to build a culture of personal accountability, and how
to recognize excellence and reward it. Fully revised to include
updated information on the latest tools and best practices, as well
as the stories and lessons learned from those organizations that
have used the process described in the book.

* Offers proven best practices for designing and implementing an
excellent customer service culture

* Simple format divides content into nine "leadership actions"
that guide you through a step-by-step process

* Shows you how to build a common customer service vision for
your entire organization

Customer service is vital to the survival of your business. If
you want to move your organization's customer service practices
from good to great, Unleashing Excellence is the key.