Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service - Softcover

Toister, Jeff

 
9780578433363: Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service
Softcover
ISBN 10: 0578433362 ISBN 13: 9780578433363
Publisher: Toister Performance Solutions, 2019

Synopsis

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.

Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as:

  • Company cultures that unwittingly discourage excellent customer service.
  • Employees torn between following policy or serving the customer.
  • Cost reduction efforts that actually increase the cost of service.
  • Poor products and services that make it impossible to satisfy customers.
  • Bad habits that make it difficult to listen to customers' needs.
Getting Service Right is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service.

Note: This is a second edition. The first edition of this book was published under the title, Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It.

"synopsis" may belong to another edition of this title.

Publisher
Toister Performance Solutions
Publication date
2019
Language
English
ISBN 10 
0578433362
ISBN 13 
9780578433363
Binding
Paperback
Number of pages
228