Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Language: English
Published by Dc Pr, 2003
- Hardcover
- Used
Seller: New Legacy Books, Annandale, NJ, U.S.A.New Legacy Books
AbeBooks seller since March 3, 2017
Condition: Used - Very good
£ 1.89
Quantity: 1 available
Add to basketItem description from seller
Seller Inventory # mon0000004355
- Title
- Unleashing Excellence: The Complete Guide to Ultimate Customer Service
- Author
- Snow, Dennis,Yanovitch, Teri
- Publisher
- Dc Pr
- Publication year
- 2003
- Condition
- Very Good
- Binding
- hardcover
- Language
- English
- ISBN 10
- 193202106X
- ISBN 13
- 9781932021066
"Synopsis" may belong to another edition of this title.
From the Back Cover
Pamela Paulk, Vice President, Human Resources, Johns Hopkins Health System
"Business in the early 21st century has turned into a survival game those who figure out how to keep their customers survive. If you need a customer service improvement plan and don′t know where to start, start here!"
Tom Willett, Director, Management Development Programs, ILR School, Cornell University
"There is no shortage of books extolling the importance of excellent customer service. What distinguishes Unleashing Excellence from the others is its focus on how to do it. If you are convinced of the value of service excellence and want to know how to provide it, this book is for you."
Allan R. Nagle, former president, Tupperware Worldwide; former interim dean, Crummer GraduateSchool of Business, Rollins College
"Dennis Snow and Teri Yanovitch have once again authored an easy–to–read guide, rich with real–life examples of companies striving to achieve customer service excellence. In this incredibly competitive world, following these concepts will improve your business and your personal life!"
Gary Webb, Executive Vice President, Operations, First Financial Bankshares, Inc.
"I recommend Unleashing Excellence to any company needing a ′how to′ and ′can do′ manual to implement service excellence in their organization."
Richard A. Nunis, retired chairman, Walt Disney Parks & Resorts
"Dennis and Teri seamlessly marry the intangible tenets of customer service philosophy with practical, easy–to–consume strategies that can help any organization transcend ′business as usual.′ The authors illustrate their recommendations of ′what to do′ with stories that make it easy to understand."
Chuck Kegler, Director, Kegler, Brown, Hill & Ritter
"Unleashing Excellence is a must–read that would benefit any industry. It gives step–by–step guidelines that can be implemented with ease and invaluable insights that will help encourage your customers to keep coming back for more."
Fred DeLuca, President and cofounder, Subway Restaurants
"Once again, the authors have pinpointed the dynamics of the changing nature of delivering customer value through a focus on excellence. Wise words for any organization to heed."
Dr. Robert K. Prescott, SPHR, Graduate Faculty of Management, Crummer Graduate School of Business, Rollins College
"If your organization wants to make customer service a part of your culture, Unleashing Excellence is a powerful tool. If this model can help a government agency reach a 93 percent overall customer satisfaction rating, it can help any organization. The book also helps anyone who reads it understand that excellent customer service isn′t a ′program′ but a ′process′ that never ends."
Kimberlee Poulton, Director of Communications and Marketing, Florida′s Turnpike Enterprise
"About the title" may belong to another edition of this title.
New Legacy Books
Annandale, NJ, U.S.A.
AbeBooks seller since March 3, 2017
Shipping rates within U.S.A.
| Item | 3 to 6 business days | 3 to 5 business days |
|---|---|---|
| First item | £ 1.84 | £ 14.75 |
Payment methods
Specialty
all typesSeller's business information
New Legacy Books, LLC
59 Asbury Road
Hackettstown, NJ U.S.A. 07840
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to New Legacy Books, Annandale, New Jersey, U.S.A., without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.