Service excellence in organizations. Volume I, Eight key steps to follow and achieve it / Fiona Urquhart.

Format:

Book

Author/Creator:

Urquhart, Fiona, author.

Series:

Service systems and innovations in business and society collection. 2326-2699

Service systems and innovations in business and society collection, 2326-2699

Language:

English

Subjects (All):

Customer services.

Physical Description:

1 online volume (156 pages)

Edition:

1st ed.

Place of Publication:

New York : Business Expert Press, [2019]

System Details:

Mode of access: World Wide Web.

System requirements: Adobe Acrobat reader.

Summary:

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Contents:

Cover

Contents

Chapter 1: Introduction to Service Excellence

Chapter 2: Entice

Chapter 3: Ensure Quality

Chapter 4: Establish Trust

Chapter 5: Exceeding Customer Needs and Expectations

About the Author

Index

Adpage

Backcover.

Notes:

Includes bibliographical references and index.

Description based on PDF viewed 06/05/2019.

Other Format:

print version :

ISBN:

9781631577024

1631577026