Book
The cult of service excellence: how to build a truly customer-centric culture
Description
Explains how an organisation can achieve a consistently excellent customer service experience. Examines the vital role of middle-management, the importance of training and staff advancement, and looks at how to assess your customer experience
Table Of Contents
- At Disney, everyone picks up litter!
- Why customer service really does matter!
- The perfect storm
- Who's good and why?
- Which way is north?
- How well are you doing for your customers?
- It starts and ends with leadership
- It's people that make the magic happen
- Stop doing dumb stuff to customers
- Turning the flywheel
Subject
Details
Published
London : LID, 2016
Language
English
Material
215 p.
ISBN
1910649546 / 9781910649541
Location
TCDC Bangkok - Closed Stack2
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