June 2019
Intermediate to advanced
154 pages
3h 46m
English
Content preview from Service Excellence in Organizations, Volume I
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Introduction to Service Excellence
We all know what good service is, don’t we? We certainly know bad service when we encounter it, which sadly happens all too often. Bad service leaves us feeling disappointed, frustrated, and undervalued. The likelihood that we would seek out that experience again is remote, so we do not return to the company; we feel aggrieved and need to sound off about it. Time was, we would have done so to a few friends and family (research says up to 20 people (ACSI survey 1994), and our grievances would have had a very short half-life. Today, we are more inclined to do our complaining online, via Facebook, LinkedIn, Twitter, or a host of other social networking sites, or on a personal blog. The potential for ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
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I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.