Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as: - Company culture ...
Read More
Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as: - Company culture doesn't always support service excellence - Over-emphasis on cost reduction often increases the cost of service - Employees are torn between doing the right thing for the customer and following policy - Poor products and services can make helping the customer nearly impossible - Employees' interests often don't align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.
Read Less
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $2.47, good condition, Sold by KuleliBooks rated 5.0 out of 5 stars, ships from Phoenix, AZ, UNITED STATES, published 2012 by AMACOM/American Management Association.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Good. The book may have minor cosmetic wear (i.e. creased spine/cover, scratches, curled corners, folded pages, minor sunburn, minor water damage, minor bent). The book may have some highlights/notes/underlined pages-Accessories such as CD, codes, toys, may not be included-Safe and Secure Mailer-No Hassle Return.
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $2.74, very good condition, Sold by ThriftBooks-Reno rated 5.0 out of 5 stars, ships from Reno, NV, UNITED STATES, published 2012 by AMACOM/American Management Association.
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $2.77, very good condition, Sold by ThriftBooks-Atlanta rated 5.0 out of 5 stars, ships from Austell, GA, UNITED STATES, published 2012 by AMACOM/American Management Association.
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $2.77, fair condition, Sold by ThriftBooks-Baltimore rated 5.0 out of 5 stars, ships from Halethorpe, MD, UNITED STATES, published 2012 by AMACOM/American Management Association.
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $4.24, very good condition, Sold by Half Price Books Inc rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 2012 by AMACOM.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Very good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $4.28, good condition, Sold by BooksRun rated 4.0 out of 5 stars, ships from Philadelphia, PA, UNITED STATES, published 2012 by Amacom Books.
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $29.63, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Santa Clarita, CA, UNITED STATES, published 2012 by Amacom Books.
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $50.43, new condition, Sold by Just one more Chapter rated 3.0 out of 5 stars, ships from Miramar, FL, UNITED STATES, published 2012 by Amacom Books.
Add this copy of Service Failure: the Real Reasons Employees Struggle to cart. $80.93, new condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Santa Clarita, CA, UNITED STATES, published 2012 by Amacom Books.
