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The Mastery of Customer Service in Careers.
- Format:
- Book
- Author/Creator:
- Munoz, J. Mark.
- Language:
- English
- Physical Description:
- 1 online resource (184 pages)
- Edition:
- 1st ed.
- Place of Publication:
- New York : Business Expert Press June 2025
- New York : Business Expert Press, 2025.
- Summary:
- This book explores the concept of service excellence through a narrative about three retired professionals—a general, a medical doctor, and a professor—who share their career insights during a summer retreat in South Carolina. Their stories, combined with advice for two young adults considering service-oriented careers, provide valuable lessons on achieving success in customer service. The book incorporates practical strategies and academically grounded discussions to guide readers in delivering impactful service across industries. It is intended for executives, professionals, and anyone seeking to elevate their performance in customer service and leadership through actionable insights and real-world examples. Generated by AI.
- Contents:
- Front cover
- Half title
- Title
- Copyright
- Description
- Contents
- Testimonials
- Prologue
- CHAPTER 1 Help Others
- Mastering Customer Service
- Insight 1: Helping Others Constitutes the Core of Service
- Introduction to Customer Satisfaction
- CHAPTER 2 Take Time to Understand
- Insight 2: Take the Time to Understand Your Customers
- Understanding Customers
- CHAPTER 3 "Live" the Mission
- Insight 3: "Live" Your Organization's Mission With Every Interaction
- "Living" Your Organization's Mission
- Three Points Within This Chapter Deserve Special Consideration
- Why Is Your Organization's Mission Important?
- Why Do We Need an Attitude of Service?
- Do Customers Remain Yours Forever?
- CHAPTER 4 Identify and Deliver a Consistent High-Value Proposition
- Insight 4: Identify and Deliver a Consistent High-Value Proposition to Your Customers
- Identifying and Delivering Consistent High-Value Propositions
- How Are the Most Successful Companies Making Sure They Offer an Ongoing and Constantly Improving Unique Value to Their Customers?
- How Do Successful Companies Manage to Serve Their Eclectic Group of Customers With Consistent Excellence?
- Does My Attitude Really Impact How the Customer Views My Performance as It Relates to Service Excellence?
- CHAPTER 5 Seek and Use Feedback
- Insight 5: Benchmark Against the Best Within and Outside Your Industry and Constantly Monitor Customers' Views of Your Level of Service
- Seek and Use Feedback
- Asking Customers for Feedback
- Benchmarking
- CHAPTER 6 Reinvent Yourself Constantly
- Insight 6: Be Prepared to Reinvent Yourself Constantly.
- Reinventing Yourself Constantly
- Does Our Company Have to Jump on Board With Every Change That Is Happening in Our World Today?
- What Do Our Own Personality/Values/Experiences Have to Do With Service?
- CHAPTER 7 Collaborate While Maintaining Ownership
- Insight 7: Collaborate With Others but Keep Ownership of the End-to-End Customer Experience
- Collaborate While Maintaining Ownership
- When Is the Right Time to Assess a Career Change That Means New Teams, Lots of Learning, Refocus?
- Are Teams Realistic and Necessary in This New Virtual World?
- CHAPTER 8 Make the Ultimate Investment
- Insight 8: Investing in Fantastic Service Always Pays in the Long Run
- Making the Ultimate Investment
- Why Are Problems the Key to Customer Service?
- What Is the Impact of Having Long-Term Versus Short-Term Thinking When It Comes to Customer Service?
- What Are the Global Behaviors I Should Be Displaying to Assure I Am Providing the Best Customer Service?
- CHAPTER 9 Motivate and Empower
- Insight 9: Recruit, Motivate, and Empower the Right People
- Recruiting
- Motivating
- Empowering
- CHAPTER 10 Make Every Interaction Positive
- Insight 10: Make Every Interaction a Positive One
- Making Every Interaction Positive
- How Do We Assure Consistency of Excellence When It Comes to Customer Service?
- How Do You Know If You Are Hiring the "Right People"?
- How Do I Help My Company Put Emphasis on Doing the Job Right the First Time?.
- CHAPTER 11 Leverage Communication
- Insight 11: Communication Is the Ultimate Key to Customer Service, and Excellent Listening Skills (With the Ears and Heart) Are the Most Important
- The Power of Communication
- Listen and Understand
- Explaining or Providing Information
- Internal Communications
- CHAPTER 12 Coach for Success
- Insight 12: Coaching Is a Universal Tool for Teaching, Training and Directing
- Everyone Can Be a Coach
- What Are the Roles of Coaching?
- What Are the Qualities of Successful Coaches?
- What Are the Coaching Steps That Will Lead to a Successful Engagement?
- Epilogue
- References
- Chapter 1
- Chapter 2
- Chapter 3
- Chapter 4
- Chapter 5
- Chapter 6
- Chapter 7
- Chapter 8
- Chapter 9
- Chapter 10
- Chapter 11
- Chapter 12
- About the Authors
- Index
- Back cover.
- Notes:
- Description based on publisher supplied metadata and other sources.
- Part of the metadata in this record was created by AI, based on the text of the resource.
- Other Format:
- Print version: Munoz, J. Mark The Mastery of Customer Service in Careers
- ISBN:
- 9781637428092
- OCLC:
- 1521268192
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