9780578433363-0578433362-Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service

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

ISBN-13: 9780578433363
ISBN-10: 0578433362
Author: Toister, Jeff
Publication date: 2019
Publisher: Toister Performance Solutions
Format: Paperback 228 pages
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Book details

ISBN-13: 9780578433363
ISBN-10: 0578433362
Author: Toister, Jeff
Publication date: 2019
Publisher: Toister Performance Solutions
Format: Paperback 228 pages

Summary

Acknowledged authors Toister, Jeff wrote Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service comprising 228 pages back in 2019. Textbook and eTextbook are published under ISBN 0578433362 and 9780578433363. Since then Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service textbook was available to sell back to BooksRun online for the top buyback price of $ 2.85 or rent at the marketplace.

Description

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.

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.
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