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.
✔ Author(s): C. William Crutcher,Fernando Flores
✔ Title: Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization
✔ Rating : 4.6 out of 5 base on (45 reviews)
✔ ISBN-10: 0692985719
✔ Language: English
✔ Format ebook: PDF, EPUB, Kindle, Audio, HTML and MOBI
✔ Device compatibles: Android, iOS, PC and Amazon Kindle
Readers' opinions about Managing Service Excellence by C. William Crutcher
Naomi Bates
Dive into a captivating mystery where each clue unravels a new layer of intrigue. The author's masterful storytelling keeps you guessing until the final page. Vivid characters and detailed settings bring the story to life. The suspense builds with each chapter, making it impossible to put down. It's a gripping tale that will keep you on the edge of your seat. A must-read for fans of the genre.
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Evie Ferguson
Experience the emotional journey of a character discovering their true self in this moving novel. The author's empathetic writing and rich character development create a deeply resonant narrative. Each chapter explores themes of identity, acceptance, and love with sensitivity. The plot's twists and turns keep you engaged from start to finish. It's a heartwarming and thought-provoking read. Perfect for readers who enjoy stories about personal growth and self-discovery.
