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
✔ ISBN-13: 9780692985717
✔ 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
Aileen Menzie
The world created in this book was unlike anything I've ever encountered. The author's imagination knows no bounds, and I was completely mesmerized by the fantastical setting.
Kara Snyder
The author's ability to evoke a wide range of emotions through their words is truly remarkable. I felt like I was on an emotional rollercoaster throughout the entire book.
Rosa Bax
This book is a work of art. The language, the imagery, the symbolism - everything came together beautifully to create a memorable reading experience.
