Item description for Unleashing Excellence: The Complete Guide to Ultimate Customer Service by Dennis Snow...
"Customer Service" is not a lost art -- but it surely needs to be rediscovered. With all the books that have been written on the subject, it is surprising how little solid insight has been really offered. That is why Unleashing Excellence stands out from the crowd. Without fluff and puffery, customer service experts Dennis Snow and Teri Yanovitch give a no-nonsense, highly readable, easy-to-understand guide that will encourage readers to take a serious look at their own efforts and make the important changes necessary to create the ultimate customer service for their businesses. By examining some of the world's best customer service organizations, readers will be provided with the keys to implementing programs and changing behaviors that can spell success. As Aritotle said, "We are what we do repeatedly, therefore, excellence is not an act, but a habit." Unleashing Excellence will help determined readers to make excellent service a habit.
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Est. Packaging Dimensions: Length: 9.34" Width: 6.24" Height: 0.74" Weight: 0.97 lbs.
Publisher DC Press
ISBN 193202106X ISBN13 9781932021066
Availability 0 units.
More About Dennis Snow
Dennis Snow spent twenty years developing his customer service principles at The Walt Disney Company in a variety of leadership roles. He now works as a full-time speaker, trainer, and consultant, helping organizations achieve their goals in the areas of customer service, employee development, and leadership.
Teri Yanovitch has traveled the world implementing the proven Quality Improvement Process developed by management guru Philip Crosby. She was a top-rated facilitator and speaker for Disney Institute, teaching Disney's renowned customer service practices. Today, she combines her quality management and customer service experience to help organizations implement their own culture of excellence.
Reviews - What do customers think about Unleashing Excellence: The Complete Guide to Ultimate Customer Service?
what customer service is all about Apr 6, 2008
This book helps you to remember what customer service in any field is suppose to be and how to achieve customer service excellence. A must have book in your personal as well as business library.
Disney Best Practices Translated for Real Results Mar 26, 2008
Dennis Snow is brilliant. His contribution at The Walt Disney World Co. was truly incredible. I had the honor of being taught by Dennis while I was working at Walt Disney World myself. Dennis has translated the genius of Disney into practical, actionable strategies for almost any company. Dennis offers his wisdom through multiple stories from a variety of industries and companies. This is a "Best of the Best" book on service culture and delivery!
This is a standout book! Sep 14, 2006
As the title Unleashing Excellence suggests, this book is directed at senior executives. It starts with the premise that customer service is a corporate strategy (just as technical competence is) and needs to be cultivated from the top.
Companies that build customer service as a vital part of their business model also build customer loyalty and strengthen their bottom lines. Those that don't, end up limiting their potential in the marketplace. The first chapter develops a framework to understand the essential ingredients of customer service, and the second chapter outlines the rest of the book. The remaining chapters focus on making customer service part of the "corporate DNA."
These remaining chapters go through the steps of institutionalizing customer service as part of corporate strategy. Topics range from setting up a service improvement team, and also setting service philosophy and standards, communication, training, measuring program effectiveness, recognition, and accountability.
The clean layout without footnotes, endnotes or a bibliography is clearly aimed not at the academician but at the practitioner. The fluid writing style makes the book easy to read.
The numerous anecdotes from a wide variety of settings peppered throughout the text help bring the concepts to life. The ideas and thought-provoking discussions in the chapters are supplemented with shaded call-out boxes, Action Steps, and Pitfalls to Avoid. The book's concluding chapter presents nine leadership actions to help readers strengthen customer service delivery.
While reading this book is the first step, the authors' intent is for readers to implement their ideas and suggestions. To evaluate "success" by this criterion, I need to ask if I would now implement the ideas and suggestions presented. In all honesty, I would not implement all the suggestion presented. However, I will consider all the overarching ideas presented and strive to make improvements where needed, within the context of my organizational culture. In this sense, I have bought into the authors' intent of writing this book.
This customer service book stands out as it sharply focuses on the nuts and bolts of implementing customer service company wide and truly making it part of corporate strategy.
Armchair Interviews says: Customer service--what a unique concept!
Effective Guide for Executives and Managers Nov 1, 2003
Customer service is similar to Motherhood and Apple Pie. Organizations that deliver outstanding customer service as an integral part of their business operation build customer loyalty and bottom line strength. Those that don't...well, we all know that bad customer service can destroy a company, or at least severely limit its potential.
This knowledge is legendary. Techniques for delivering good customer service are well-known. This is not brain surgery. Why another book on the ubiquitous topic?
First, note the title. The book title doesn't talk about Excellent Customer Service or You Will Be Fired if You Aren't Nice to Our Customers. The Unleashing Excellence title-and theme of the book-is directed toward senior executives. Customer service is a corporate strategy that needs to be led from the top. This book needs to be read by senior executives that allege that they don't have time to read it. The downside of mediocre customer service can be career-limiting to executives who don't pay attention to this critical component of their company's business.
The authors, both formerly part of the Walt Disney leadership development programs, are now in private practice. They are active consultants-to a wide range of employers-on customer service issues. In their work, they apply what they learned at Disney and other employment experiences to deliver an executive-targeted message. Toward this end, the book is easy to read, includes shaded call-out boxes, Action Steps and Pitfalls to Avoid at the end of each chapter. The book's concluding chapter presents nine leadership actions to guide readers in strengthening their customer service delivery. A comprehensive index makes the book even more reader-friendly.
Readers will benefit from a continual flow of best practice stories from many employment settings. Many of the examples of good work come from the authors' clients. These illustrations serve to enhance and illuminate the content to bring the traditional concepts to life in ways that leaders can read the book and initiate appropriate actions for individual and organizational improvement. Several sections of the book stand out in my mind, but all chapters are filled with ideas, thought-provoking discussions, and anecdotes to bring the concepts to life.
Yes (sigh), this is ANOTHER customer service book. Do we need more books on this topic? Some of us are beginning to feel overstuffed with this topic---like the bloated feeling we get after a huge Thanksgiving dinner. Thankfully, this book serves a specific purpose of providing how-to advice and insights for executives and managers to consider and implement. Use it as a tool to stimulate customer service conversations in your organization as you inspire increasingly high attention to incredible customer service as a part of your corporate DNA.
Required Reading for Customer Service Providers/Professional Sep 29, 2003
What a great book! A practical and quick read that should be mandatory for everyone that works in the customer service arena. The sections are divided in such a way that you can immediately put in place the ideas presented. A perfect book for anyone working with Customers, CEO's, a gift for your boss or the Customer Service Consultant. It's a "must read and pass-on" book.