Additional information
by Jeff Toister (Author)
Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered.
Rather than offering another set of customer service tips, Getting Service Right takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as:- Company cultures that unwittingly discourage excellent customer service.
- Employees torn between following policy or serving the customer.
- Cost reduction efforts that actually increase the cost of service.
- Poor products and services that make it impossible to satisfy customers.
- Bad habits that make it difficult to listen to customers' needs.
Number of Pages: 228
Dimensions: 0.48 x 9 x 6 IN
Publication Date: March 15, 2019
