Business Success Through Service Excellence

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Business Success Through Service Excellence

Author : Moira Clark
Publisher : Routledge
ISBN 13 : 1136423141
Total Pages : 216 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Business Success Through Service Excellence by : Moira Clark

Download or read book Business Success Through Service Excellence written by Moira Clark and published by Routledge. This book was released on 2007-03-30 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.

Business Success Through Service Excellence

Author : Moira Clark
Publisher : Routledge
ISBN 13 : 1136423133
Total Pages : 212 pages
Book Rating : 4.1/5 (364 download)

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Book Synopsis Business Success Through Service Excellence by : Moira Clark

Download or read book Business Success Through Service Excellence written by Moira Clark and published by Routledge. This book was released on 2007-03-30 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success. An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.

Inner Excellence: Achieve Extraordinary Business Success through Mental Toughness

Author : Jim Murphy
Publisher : Mcgraw-hill
ISBN 13 : 9780071635042
Total Pages : 272 pages
Book Rating : 4.6/5 (35 download)

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Book Synopsis Inner Excellence: Achieve Extraordinary Business Success through Mental Toughness by : Jim Murphy

Download or read book Inner Excellence: Achieve Extraordinary Business Success through Mental Toughness written by Jim Murphy and published by Mcgraw-hill. This book was released on 2009-11-24 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: TRAIN YOUR BRAIN FOR EXTRAORDINARY SUCCESS Now more than ever, you need a competitive edge to succeed-no matter what your field or profession. This step-by-step training manual from one of North America's top performance coaches taps into the winning mindsets of Olympic stars, professional sports teams, and Navy Seals among others to help you achieve higher levels of performance than you ever thought possible. Jim Murphy's complete program of proven mental techniques is based on life principles that easily apply to your company, your career, and everything you do. Inner Excellence shows you how to: CONNECT WITH YOUR PASSION-and run with it FOCUS YOUR ENERGY-and reach your goals BUILD ON YOUR STRENGTHS-and live your dreams GET IN THE ZONE-and achieve the extraordinary Filled with mental performance-enhancing exercises, creative goal-driven game plans, and 50 inspiring interviews, Inner Excellence raises the bar for success in business and in life. “Jim is an expert in his field. Inner Excellence transcends athletics and will have a profound effect on everyone who applies these methods in their life.” -John Kehoe, author of Mind Power into the 21st Century

Designing Service Excellence

Author : Brian Hunt
Publisher : CRC Press
ISBN 13 : 1439840474
Total Pages : 190 pages
Book Rating : 4.4/5 (398 download)

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Book Synopsis Designing Service Excellence by : Brian Hunt

Download or read book Designing Service Excellence written by Brian Hunt and published by CRC Press. This book was released on 2014-11-13 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina

Unleashing Excellence

Author : Dennis Snow
Publisher : John Wiley & Sons
ISBN 13 : 0470503807
Total Pages : 261 pages
Book Rating : 4.4/5 (75 download)

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Book Synopsis Unleashing Excellence by : Dennis Snow

Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-11-16 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

The Business of Excellence

Author : Justin Hughes
Publisher : Bloomsbury Publishing
ISBN 13 : 1472930231
Total Pages : 369 pages
Book Rating : 4.4/5 (729 download)

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Book Synopsis The Business of Excellence by : Justin Hughes

Download or read book The Business of Excellence written by Justin Hughes and published by Bloomsbury Publishing. This book was released on 2016-09-22 with total page 369 pages. Available in PDF, EPUB and Kindle. Book excerpt: "A vivid, compelling and highly readable insight into building world-leading teams and organizations." - Dr Catherine Raines, Chief Executive, UK Trade & Investment The Business of Excellence offers a unique and compelling perspective on the drivers of excellence in teams and organizations. The author, Justin Hughes, brings an unusual mix of experience and insight, having worked as a management consultant to some of the world's most successful organizations, in addition to having served for 12 years as a military fighter pilot, where he became Executive Officer on the RAF Red Arrows. The challenges of high performance and leadership are explored in depth, and are illustrated with insights, interviews and case studies from the military, sporting and corporate worlds. The material includes a proprietary performance model that can be applied to a wide spectrum of organizations, focusing on: · People: the primacy of attitude over skills · Capability: building alignment before setting people free · Delivery: a process to close the gap between desired and actual outcomes · Learning: how to accelerate performance in real time · Leadership: exhibiting a set of behaviours such that others choose to follow · Risk: avoiding the victory of compliance over outcomes. In The Business of Excellence, Justin deconstructs the drivers of high performance with a rare clarity, insight and accessibility, to illustrate and explain tangible tools and methods, all of which can be applied by readers in their own teams and organizations.

The Six Principles of Service Excellence

Author : Theo Gilbert-Jamison
Publisher : AuthorHouse
ISBN 13 : 1456720694
Total Pages : 158 pages
Book Rating : 4.4/5 (567 download)

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Book Synopsis The Six Principles of Service Excellence by : Theo Gilbert-Jamison

Download or read book The Six Principles of Service Excellence written by Theo Gilbert-Jamison and published by AuthorHouse. This book was released on 2005-08-09 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: In reading this book, you will find that The Six Principles of Service Excellence IS: A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.

Managing Service Excellence

Author : C William Crutcher
Publisher :
ISBN 13 : 9780692985717
Total Pages : pages
Book Rating : 4.9/5 (857 download)

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Book Synopsis Managing Service Excellence by : C William Crutcher

Download or read book Managing Service Excellence written by C William Crutcher and published by . This book was released on 2017-12-08 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

Author : Jeffrey K. Liker
Publisher : McGraw Hill Professional
ISBN 13 : 1259641112
Total Pages : 304 pages
Book Rating : 4.2/5 (596 download)

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Book Synopsis The Toyota Way to Service Excellence: Lean Transformation in Service Organizations by : Jeffrey K. Liker

Download or read book The Toyota Way to Service Excellence: Lean Transformation in Service Organizations written by Jeffrey K. Liker and published by McGraw Hill Professional. This book was released on 2016-09-23 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer. With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing. Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.

Excellence Wins

Author : Horst Schulze
Publisher : Zondervan
ISBN 13 : 031035210X
Total Pages : 225 pages
Book Rating : 4.3/5 (13 download)

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Book Synopsis Excellence Wins by : Horst Schulze

Download or read book Excellence Wins written by Horst Schulze and published by Zondervan. This book was released on 2019-03-05 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry. For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization. With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about: Why leading well is an acquired skill Serving your customers Engaging your employees Creating a culture of customer service Why vision statements make a difference What it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now. Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.

Service Excellence

Author : Ruth N. Bolton
Publisher : Business Expert Press
ISBN 13 : 1631573721
Total Pages : 207 pages
Book Rating : 4.6/5 (315 download)

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Book Synopsis Service Excellence by : Ruth N. Bolton

Download or read book Service Excellence written by Ruth N. Bolton and published by Business Expert Press. This book was released on 2016-04-18 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Customer Experience is the sensory, cognitive, emotional, social and behavioral dimensions of all activities that connect the customer and the organization over time across touch points and channels. It encompasses all activities involving the customer where the organization is the focal object, including pre-purchase activities (such as exposure to a website ad), and purchase, consumption, and engagement behaviors (blogging, sharing photos). This book analyzes the challenges of creating excellent customer experiences, including the management of technology and new media. It describes how customers co-produce and co-create their experiences, and how these activities influence business revenues and costs. The book takes a deep dive into the psychology of customers, revealing the conceptual building blocks of customer experiences and how they build relationships over time. These ideas provide a business perspective on how to manage relationships with customers to generate cash flows and profitability, including the role of pricing.

Achieving Excellence Through Customer Service

Author : John Tschohl
Publisher : AudioInk
ISBN 13 : 1613391692
Total Pages : 454 pages
Book Rating : 4.6/5 (133 download)

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Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl

Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by AudioInk. This book was released on 2011-09-22 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.

High Performance Through Process Excellence

Author : Mathias Kirchmer
Publisher : Springer Science & Business Media
ISBN 13 : 354077825X
Total Pages : 183 pages
Book Rating : 4.5/5 (47 download)

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Book Synopsis High Performance Through Process Excellence by : Mathias Kirchmer

Download or read book High Performance Through Process Excellence written by Mathias Kirchmer and published by Springer Science & Business Media. This book was released on 2008-10-01 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: Continuously changing customer and market requirements have become a dominating factor in today’s global business environment. Enterprises have to take smart decisions and execute fast. Innovation and agility become key success factors. Process excellence is the glue that brings everything together. The Management of Process Excellence (MPE) has become a main enabler of High Performance. It leads to a functioning "Real-Time Enterprise". MPE links strategy with people and technology, like Service-Oriented Architectures (SOA) or Web 2.0. Knowledge assets, such as Process Reference Models, increase productivity. Emergent Processes and Inter-enterprise Collaboration are addressed specifically. MPE delivers Process Governance for large organizations as well as for small and medium enterprises. The book addresses executives and managers as well as educators and students.

Customer Service Vs. Customer Experience - A Business Growth Guide

Author : Ferdy Saitta
Publisher : Questquill Books
ISBN 13 :
Total Pages : 0 pages
Book Rating : 4.2/5 (239 download)

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Book Synopsis Customer Service Vs. Customer Experience - A Business Growth Guide by : Ferdy Saitta

Download or read book Customer Service Vs. Customer Experience - A Business Growth Guide written by Ferdy Saitta and published by Questquill Books. This book was released on 2023-08-08 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Unlock the Secrets to Business Growth through Customer Service Excellence! In today's competitive business landscape, exceptional customer service isn't just a luxury - it's a necessity for driving business success. "How to Achieve Business Growth through Customer Service Excellence" is your definitive guide to unlocking the true potential of your business by delivering unparalleled customer experiences. Discover the strategic insights and proven tactics that will propel your business forward. This comprehensive guide unveils the power of customer-centric strategies, guiding you through the art of building a customer-focused culture, crafting winning customer service tactics, and optimizing every touchpoint for lasting customer satisfaction. Inside, you'll find: Proven Strategies: Learn how to design and implement customer service strategies that directly impact your bottom line and foster business growth. Customer-Centric Mindset: Explore the mindset shift required to put customers at the core of your operations and consistently exceed their expectations. Step-by-Step Guidance: Follow practical step-by-step instructions to develop a customer-centric approach that sets you apart from the competition. Real-world Examples: Gain insights from real-world case studies showcasing businesses that have achieved remarkable success through exceptional customer service. Effective Communication: Master the art of communication and active listening to create genuine connections with your customers. Sustainable Success: Discover how exceptional customer experiences lead to customer loyalty, positive word-of-mouth, and sustained business growth. Whether you're a business owner, entrepreneur, marketer, or manager, this ultimate guide equips you with the tools to transform your customer service into a strategic asset that drives unparalleled business success. Elevate your business to new heights with the power of exceptional customer service. Unlock your potential today - grab your copy of "How to Achieve Business Growth through Customer Service Excellence" and embark on a journey toward lasting customer satisfaction and business success.

Uplifting Service

Author : Ron Kaufman
Publisher :
ISBN 13 : 9780984762507
Total Pages : 0 pages
Book Rating : 4.7/5 (625 download)

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Book Synopsis Uplifting Service by : Ron Kaufman

Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Service Excellence in Tourism and Hospitality

Author : K. Thirumaran
Publisher : Springer Nature
ISBN 13 : 3030576949
Total Pages : 222 pages
Book Rating : 4.0/5 (35 download)

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Book Synopsis Service Excellence in Tourism and Hospitality by : K. Thirumaran

Download or read book Service Excellence in Tourism and Hospitality written by K. Thirumaran and published by Springer Nature. This book was released on 2021-01-20 with total page 222 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service operations management in the tourism and hospitality industry requires a high level of coordination, communication and facilitation to satisfy visitors. In all of these activities, service excellence means a lot to visitors in terms of their experience, and to the business it means repeat customers and word-of-mouth marketing. Based on fresh empirical evidence from the field, this book captures the different approaches and challenges to service excellence in the Asian tourism and hospitality industry. Focusing on hotels, attractions, transport providers and other segments in tourism and hospitality, this book presents new case studies underlining and detailing global and local travel industry practices. The book is meant as a reference and supplementary reading for students, researchers and industry practitioners.

The Complete Book of Business Success

Author : Byrd Baggett
Publisher : Thomas Nelson
ISBN 13 : 1418557188
Total Pages : 248 pages
Book Rating : 4.4/5 (185 download)

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Book Synopsis The Complete Book of Business Success by : Byrd Baggett

Download or read book The Complete Book of Business Success written by Byrd Baggett and published by Thomas Nelson. This book was released on 2000-05-31 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Leadership. Sales. Customer service. Mastering these will go a long way towards making sure a business is successful. Byrd Baggett has provided easy-to-put-into-practice guidelines in his three best selling books: Taking Charge, The Book of Excellence, and Satisfaction Guaranteed. These three books are now combined into one attractively packaged book.