Book description
This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy.The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Product information
- Title: Service Excellence in Organizations, Volume I
- Author(s):
- Release date: June 2019
- Publisher(s): Business Expert Press
- ISBN: 9781631577024
You might also like
book
The Art of Leadership
Many people think leadership is a higher calling that resides exclusively with a select few who …
book
Service Management and Marketing: Managing the Service Profit Logic, 4th Edition
Written by a leading pioneer in the field, the revised and updated fourth edition of this …
book
Service Design for Business
A practical approach to better customer experience through service design Service Design for Business helps you …
book
Transform Customer Experience
Your customers are your future. Smartphones, social media and the internet have given customers access to …