The Service Culture Handbook

Author: Jeff Toister
Publisher:
ISBN: 0692842004
Release Date: 2017-03-23
Genre:

Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." -Brad Cleveland, founding partner and former CEO, International Customer Management Institute

Service Failure

Author: Jeff Toister
Publisher: AMACOM Div American Mgmt Assn
ISBN: 9780814432006
Release Date: 2012-11-15
Genre: Business & Economics

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.

Customer Service Training 101

Author: Renee EVENSON
Publisher: AMACOM
ISBN: 9780814438923
Release Date: 2017-12-14
Genre: Business & Economics

Employees aren’t just the front line of any business. To customers, they are the business. Nothing is more important than arming these essential employees with the knowledge they need to find the best solution for each and every customer. Whether you’re a manager, owner, or employee, Customer Service Training 101 gets you up to speed fast. The completely revised and updated third edition addresses every aspect of face-to-face, phone, online, social media, and self-service interactions. Using scenarios, guidelines, and practice exercises, this inspiring training manual explains what to say and do, what to avoid, and why interactions go astray. Assessments and examples help you: Create positive first impressions Speak and write effectively Listen attentively Identify needs Develop trust, establish rapport, and make customers feel valued Connect with people in person, on the phone, or via email or social media Confidently handle customer complaints And more Customer service skills are essential to the success of your company. This popular crash course equips you and your employees to excel in this important role.

Uncommon Service

Author: Frances Frei
Publisher: Harvard Business Press
ISBN: 9781422133316
Release Date: 2012
Genre: Business & Economics

Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.

Creating a Service Culture in Higher Education Administration

Author: Mario C. Martinez
Publisher: Stylus Publishing, LLC.
ISBN: 9781620360057
Release Date: 2013
Genre: Education

"Customer service in Higher Ed is particularly complex. However, this book simplifies it and provides specific direction. Learn how to stop the incoming calls to the president and provide excellent Higher Ed-centric customer service. The answers are here." --Luke D. Schultheis, Vice Provost for Strategic Enrollment Management , Virginia Commonwealth University "This is a blueprint for excellence in Higher Education. The authors link theory to practice by providing clear examples of how to improve service at your institution. The book paves the way for cross-departmental teams to produce better student-centered outcomes!" --Jeffrey P. Levine, M.Ed., Director of Admissions , Manor College, Jenkintown, PA Service delivery is part and parcel of every higher education professional's job, both to improve service to students and to each other as "internal customers". Until now higher education professionals have had to rely on books and training designed for the business sector. This book is the first to specifically address the needs of higher education professionals across a wide range of administrative functions within this environment. It is designed for administrative staff and management, ranging from professionals working in centralized functions such as student affairs and enrollment management to those working as advisors or in career centers, whether in community colleges, four-year institutions, or for-profit institutions. Creating a Service Culture in Higher Education Administration is a complementary book to the online customer service and management training resources at softskillspros.com

Disney U How Disney University Develops the World s Most Engaged Loyal and Customer Centric Employees

Author: Doug Lipp
Publisher: McGraw Hill Professional
ISBN: 9780071808088
Release Date: 2013-03-29
Genre: Business & Economics

Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.

Kaleidoscope

Author: Chip R. Bell
Publisher: Greenleaf Book Group
ISBN: 9781626343955
Release Date: 2017-02-14
Genre: Business & Economics

Add a Little Sparkle to Your Service In his newest book on innovative service, bestselling author Chip R. Bell focuses on the importance of delivering the “core” of a service experience in a fashion that is value-unique, not just value-added. In his own words, “Innovative comes from your core; it evokes an experience of genuineness, a sense that its source is deep, not superficial.” This wonderful book offers powerful, practical advice, along with engaging stories of ways a novel service experience can also be one that is profound.

Powerful Phrases for Effective Customer Service

Author: Renee Evenson
Publisher: AMACOM
ISBN: 9780814420331
Release Date: 2012-09-12
Genre: Business & Economics

Let's face it, dealing with customers isn't easy. They aren't always right-or even pleasant-but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess the circumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations. Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.

Guide to Supply Chain Management

Author: Colin Scott
Publisher: Springer
ISBN: 9783319771854
Release Date: 2018-06-01
Genre: Business & Economics

This essential guide brings supply chain theory to life. Intended for readers with a business interest in supply chain management, the book covers the key topics in eleven chapters, including planning, sourcing, making, delivering and returning, as well as strategy, people, finance, customer service and outsourcing. Each chapter starts with a brief summary and learning objectives that guide the reader through the text. This second edition also explores digital, sustainability and innovation impacts on today’s global supply chains. The book is written in a clear and simple way, featuring a variety of figures, tables and recommendations for further reading. The respective chapters conclude with real-life case studies from different companies, illustrating best practices. In the course of their work, the authors have met professionals all over the world who are passionate about their business achievements. By including their vivid examples, the guide brings theory to life, enabling readers to understand and embrace the concepts and ideas presented. Colin Scott, Henriette Lundgren and Paul Thompson are experts in supply chain management and have worked with practitioners in businesses across the globe. Endorsement: This guide is a really useful reminder of what good practice is and how it should be applied within supply chain management. The book is relevant for students of supply chain management and professional practitioners alike. This book offers an invaluable guide to understanding the specific dynamics of your supply chain and the fundamentals underpinning it. It provides the framework for delivering a supply chain strategy based upon recognised best practice. Martin McCourt, CEO, Dyson Limited .

Be Our Guest Revised and Updated Edition

Author: The Disney Institute
Publisher: Disney Editions
ISBN: 1423145844
Release Date: 2011-11-08
Genre: Business & Economics

Exceeding expectations rather than simply satisfying them is the cornerstone of the Disney approach to customer service. Now, in honor of the tenth anniversary of the original Be Our Guest, Disney Institute, which specializes in helping professionals see new possibilities through concepts not found in the typical workplace, is revealing even more of the business behind the magic of quality service. During the last twenty-five years, thousands of professionals from more than thirty-five countries and more than forty industries have attended business programs at Disney Institute and learned how to adapt the Disney approach for their own organizations./DIV DIVBe Our Guest highlights the successes many of these companies have achieved, plus the key processes and best practices that have made Disney a trusted and revered brand around the world for more than eighty-five years.

Culture Hacker

Author: Shane Green
Publisher: John Wiley & Sons
ISBN: 9781119405726
Release Date: 2017-04-24
Genre: Business & Economics

HACK YOUR WORKPLACE CULTURE FOR GREATER PROFITS AND PRODUCTIVITY "I LOVE THIS BOOK!" —CHESTER ELTON, New York Times bestselling author of All In and What Motivates Me "When companies focus on culture, the positive effects ripple outward, benefiting not just employees but customers and profits. Read this smart, engaging book if you want a practical guide to getting those results for your organization." —MARSHALL GOLDSMITH, executive coach and New York Times bestselling author "Most books on customer service and experience ask leaders to focus on the customer first. Shane turns this notion on its head and makes a compelling case why leaders need to make 'satisfied employees' the priority." —LISA BODELL, CEO of Futurethink and author of Why Simple Wins "This is a must read for anyone in a customer service-centric industry. Shane explains the path to creating both satisfied customers and satisfied employees." —CHIP CONLEY, New York Times bestselling author and hospitality entrepreneur The question is not, "does your company have a culture?" The question is, "does your company have a culture that fosters outstanding customer experiences, limits employee turnover, and ensures high performance?" Every executive and manager has a responsibility to positively influence their workplace culture. Culture Hacker gives you the tools and insights to do it with simplicity and style. Culture Hacker explains: Twelve high-impact hacks to improve employee experience and performance How to delight and retain a multi-generational workforce The factors determining whether or not your employees deliver outstanding customer service

Uplifting Service

Author: Ron Kaufman
Publisher: Evolve Pub Incorporated
ISBN: 0984762507
Release Date: 2012
Genre: Business & Economics

Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

The Customer Service Revolution

Author: John R. DiJulius
Publisher: Greenleaf Book Group
ISBN: 9781626341302
Release Date: 2015-01-06
Genre: Business & Economics

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

The Nordstrom Way to Customer Experience Excellence

Author: Robert Spector
Publisher: John Wiley & Sons
ISBN: 9781119375388
Release Date: 2017-08-30
Genre: Business & Economics

"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels

Fusion

Author: Denise LeeYohn
Publisher: Nicholas Brealey
ISBN: 9781473676992
Release Date: 2018-03-13
Genre: Business & Economics

A fresh, clarifying, and actionable perspective on two of the most misunderstood concepts in business: brand and culture. Independently, brand and culture are powerful, unsung business drivers. But, as author Denise Lee Yohn reveals, when you fuse the two together to create an interdependent and mutually-reinforcing relationship between them (what she calls fusion), you create new growth that isn't possible by simply cultivating one or the other alone. Through detailed case studies from some of the world's greatest companies (Sony, Frito-Lay, Oakley, FedEx, Airbnb, Adobe, Salesforce, LinkedIn, etc.), interviews with industry leaders, and insights from Denise's 25+ years working with world class brands, FUSION provides readers with a detailed roadmap for increasing competitiveness, creating measurable value for customers and employees, and future-proofing their business.