April 2016
Beginner
207 pages
5h 20m
English
Content preview from Service Excellence
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Managing Partners, People, and Physical Evidence
People—network partners, employees, and customers—are central to the cocreation of customer experiences. In a customer-focused, knowledge-based marketplace, employees are critical to the design and delivery of services that lead to business success. For example, Google sets a high standard. Whether you’re applying for an administrative assistant position or that of senior engineer, every candidate is screened by their potential boss, potential colleagues, a hiring committee, and finally Google CEO Larry Page.1 Hence, this chapter begins by discussing four categories of people directly concerned with delivering effective service:
Customer contact personnel
Other employees
Network partners ...
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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.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
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.