Business Success Through Service Excellence

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Business Success Through Service Excellence

Moira Clark,Susan Baker
Business Success Through Service Excellence Book PDF

Author : Moira Clark,Susan Baker
Publisher : Routledge
Page : 216 pages
File Size : 52,9 Mb
Release : 2007-03-30
Category : Business & Economics
ISBN : 9781136423147

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Business Success Through Service Excellence by Moira Clark,Susan Baker Pdf

The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.

Business Success Through Service Excellence

Moira Clark,Susan Baker
Business Success Through Service Excellence Book PDF

Author : Moira Clark,Susan Baker
Publisher : Routledge
Page : 212 pages
File Size : 44,7 Mb
Release : 2007-03-30
Category : Business & Economics
ISBN : 9781136423130

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Business Success Through Service Excellence by Moira Clark,Susan Baker Pdf

The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.

Service Excellence

Ruth N. Bolton
Service Excellence Book PDF

Author : Ruth N. Bolton
Publisher : Business Expert Press
Page : 207 pages
File Size : 55,9 Mb
Release : 2016-04-18
Category : Business & Economics
ISBN : 9781631573729

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Service Excellence by Ruth N. Bolton Pdf

The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.

Achieving Service Excellence

C. M. Chang
Achieving Service Excellence Book PDF

Author : C. M. Chang
Publisher : Business Expert Press
Page : 146 pages
File Size : 54,7 Mb
Release : 2013-11-20
Category : Business & Economics
ISBN : 9781606495452

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Achieving Service Excellence by C. M. Chang Pdf

As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.

Managing Service Excellence

C William Crutcher
Managing Service Excellence Book PDF

Author : C William Crutcher
Publisher : Unknown
Page : 128 pages
File Size : 43,9 Mb
Release : 2017-12-08
Category : Electronic
ISBN : 0692985719

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Managing Service Excellence by C William Crutcher Pdf

What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.

The Six Principles of Service Excellence

Theo Gilbert-Jamison
The Six Principles of Service Excellence Book PDF

Author : Theo Gilbert-Jamison
Publisher : AuthorHouse
Page : 158 pages
File Size : 40,9 Mb
Release : 2005-08-09
Category : Business & Economics
ISBN : 9781456720698

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The Six Principles of Service Excellence by Theo Gilbert-Jamison Pdf

In reading this book, you will find that The Six Principles of Service Excellence IS: A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.

Unleashing Excellence

Dennis Snow,Teri Yanovitch
Unleashing Excellence Book PDF

Author : Dennis Snow,Teri Yanovitch
Publisher : John Wiley & Sons
Page : 261 pages
File Size : 49,8 Mb
Release : 2009-11-16
Category : Business & Economics
ISBN : 9780470503805

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Unleashing Excellence by Dennis Snow,Teri Yanovitch 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.

Excellence Wins

Horst Schulze
Excellence Wins Book PDF

Author : Horst Schulze
Publisher : Zondervan
Page : 225 pages
File Size : 51,9 Mb
Release : 2019-03-05
Category : Self-Help
ISBN : 9780310352105

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Excellence Wins by Horst Schulze Pdf

Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry. For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization. With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about: Why leading well is an acquired skill Serving your customers Engaging your employees Creating a culture of customer service Why vision statements make a difference What it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now. Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.

Inner Excellence: Achieve Extraordinary Business Success through Mental Toughness

Jim Murphy
Inner Excellence Achieve Extraordinary Business Success through Mental Toughness Book PDF

Author : Jim Murphy
Publisher : Mcgraw-hill
Page : 272 pages
File Size : 49,7 Mb
Release : 2009-11-24
Category : Business & Economics
ISBN : 0071635041

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Inner Excellence: Achieve Extraordinary Business Success through Mental Toughness by Jim Murphy Pdf

TRAIN YOUR BRAIN FOR EXTRAORDINARY SUCCESS Now more than ever, you need a competitive edge to succeed-no matter what your field or profession. This step-by-step training manual from one of North America's top performance coaches taps into the winning mindsets of Olympic stars, professional sports teams, and Navy Seals among others to help you achieve higher levels of performance than you ever thought possible. Jim Murphy's complete program of proven mental techniques is based on life principles that easily apply to your company, your career, and everything you do. Inner Excellence shows you how to: CONNECT WITH YOUR PASSION-and run with it FOCUS YOUR ENERGY-and reach your goals BUILD ON YOUR STRENGTHS-and live your dreams GET IN THE ZONE-and achieve the extraordinary Filled with mental performance-enhancing exercises, creative goal-driven game plans, and 50 inspiring interviews, Inner Excellence raises the bar for success in business and in life. “Jim is an expert in his field. Inner Excellence transcends athletics and will have a profound effect on everyone who applies these methods in their life.” -John Kehoe, author of Mind Power into the 21st Century

Designing Service Excellence

Brian Hunt,Toni Ivergard
Designing Service Excellence Book PDF

Author : Brian Hunt,Toni Ivergard
Publisher : CRC Press
Page : 190 pages
File Size : 44,5 Mb
Release : 2014-11-13
Category : Business & Economics
ISBN : 9781439840474

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Designing Service Excellence by Brian Hunt,Toni Ivergard Pdf

The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina

Customer Service Vs. Customer Experience - A Business Growth Guide

Ferdy Saitta
Customer Service Vs Customer Experience A Business Growth Guide Book PDF

Author : Ferdy Saitta
Publisher : Questquill Books
Page : 0 pages
File Size : 50,9 Mb
Release : 2023-08-08
Category : Electronic
ISBN : 9798223965169

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Customer Service Vs. Customer Experience - A Business Growth Guide by Ferdy Saitta Pdf

Unlock the Secrets to Business Growth through Customer Service Excellence! In today's competitive business landscape, exceptional customer service isn't just a luxury - it's a necessity for driving business success. "How to Achieve Business Growth through Customer Service Excellence" is your definitive guide to unlocking the true potential of your business by delivering unparalleled customer experiences. Discover the strategic insights and proven tactics that will propel your business forward. This comprehensive guide unveils the power of customer-centric strategies, guiding you through the art of building a customer-focused culture, crafting winning customer service tactics, and optimizing every touchpoint for lasting customer satisfaction. Inside, you'll find: Proven Strategies: Learn how to design and implement customer service strategies that directly impact your bottom line and foster business growth. Customer-Centric Mindset: Explore the mindset shift required to put customers at the core of your operations and consistently exceed their expectations. Step-by-Step Guidance: Follow practical step-by-step instructions to develop a customer-centric approach that sets you apart from the competition. Real-world Examples: Gain insights from real-world case studies showcasing businesses that have achieved remarkable success through exceptional customer service. Effective Communication: Master the art of communication and active listening to create genuine connections with your customers. Sustainable Success: Discover how exceptional customer experiences lead to customer loyalty, positive word-of-mouth, and sustained business growth. Whether you're a business owner, entrepreneur, marketer, or manager, this ultimate guide equips you with the tools to transform your customer service into a strategic asset that drives unparalleled business success. Elevate your business to new heights with the power of exceptional customer service. Unlock your potential today - grab your copy of "How to Achieve Business Growth through Customer Service Excellence" and embark on a journey toward lasting customer satisfaction and business success.

Unleashing Excellence

Dennis Snow,Teri Yanovitch
Unleashing Excellence Book PDF

Author : Dennis Snow,Teri Yanovitch
Publisher : John Wiley & Sons
Page : 261 pages
File Size : 41,7 Mb
Release : 2009-10-29
Category : Business & Economics
ISBN : 9780470564196

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Unleashing Excellence by Dennis Snow,Teri Yanovitch 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.

Achieving Excellence Through Customer Service

John Tschohl
Achieving Excellence Through Customer Service Book PDF

Author : John Tschohl
Publisher : Best Sellers Publishing
Page : 388 pages
File Size : 54,7 Mb
Release : 1996
Category : Business & Economics
ISBN : 0963626841

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Achieving Excellence Through Customer Service by John Tschohl Pdf

Promotes the theory that superior customer service leads to a superior business organisation

Service Excellence in Tourism and Hospitality

K. Thirumaran,Dirk Klimkeit,Chun Meng Tang
Service Excellence in Tourism and Hospitality Book PDF

Author : K. Thirumaran,Dirk Klimkeit,Chun Meng Tang
Publisher : Springer Nature
Page : 222 pages
File Size : 50,9 Mb
Release : 2021-01-20
Category : Business & Economics
ISBN : 9783030576943

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Service Excellence in Tourism and Hospitality by K. Thirumaran,Dirk Klimkeit,Chun Meng Tang Pdf

Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.

Uplifting Service

Ron Kaufman
Uplifting Service Book PDF

Author : Ron Kaufman
Publisher : Unknown
Page : 0 pages
File Size : 43,8 Mb
Release : 2012
Category : Business & Economics
ISBN : 0984762507

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Uplifting Service by Ron Kaufman Pdf

Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.