Unleashing Excellence: The Complete Guide to Ultimate Customer Service, 2nd Edition

ISBN: 978-0-470-50380-5

Hardcover

256 pages

November 2009

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November 06, 2009

Unleashing Excellence: The Complete Guide to Ultimate Customer Service

Connect with Wiley Publicity

FOR IMMEDIATE ATTENTION

Wiley to release definitive

step-by-step guide to creating world class customer service

When

On November 16, 2009, John Wiley & Sons will release the second edition of this definitive guide, which has been fully-updated and expanded to include the latest tools, best practices, and user insights by a range of companies and organizations. Among those featured are a national restaurant chain with 31,000 outlets, an international manufacturer of industrial engines and fuel systems with annual sales of $14 billion, an eight-state chain of kids’ hair salons, a ten-bank holding company, and a 460-mile toll-based turnpike carrying up to 2 million vehicles a day.

Few know this subject as thoroughly as Snow and Yanovitch, who have counseled hundreds of companies – including AAA, American Express, Blockbuster, Cummins, Ernst & Young, ExxonMobil, Marriott, Nationwide, Nokia, RadioShack, Scholastic and Subway. Each has spent the greater part of three decades in the field, working with companies that have played a pivotal role in setting the benchmarks on which

Snow learned the magic of incomparable customer service during a 20-year career with the Walt Disney Company, where he served in such positions as head of Disney University Cast Training and manager of the newly-formed Disney Institute’s Customized Programs division that trained outside corporations in

the Disney philosophy. Yanovitch’s expertise in service excellence was acquired over a period of two decades as a consultant and trainer to approximately 300 of the Fortune 500 companies. She is a former vice president for the quality management firm, Philip Crosby Associates, and a top keynote speaker and workshop presenter for the Disney Institute Business Programs and Disney University. Both are internationally-recognized consultants, trainers and speakers today. (Full bios are available at www.unleashingexcellence.com.)
Unleashing Excellence: The Complete Guide to Ultimate Customer Service by Dennis Snow and Teri Yanovitch first appeared in 2003, it quickly became an indispensible reference as the first book to provide detailed step-by-step instructions on how to design and implement a world class customer service system. Unleashing Excellence is modeled.
What makes this book unique

•

• The book’s step-by-step process simplifies an otherwise daunting task into

1. Creating the
Unleashing Excellence’s comprehensive system for creating and implementing ‘walk through fire’ customer loyalty uniquely merges the four core elements of what world class service leaders like Disney consistently do well. nine easy-to-follow action steps that are each addressed in detail in separate chapters. They are… Service Improvement Team
2. Developing the organization's

3. Developing and executing an ongoing

4. Creating and executing a plan for ongoing
Service Philosophy and core service tools service communication and awareness plan service training and education
5. Adapting the

6. Creating and implementing a
interviewing and selection processes to include all elements of the service culture service measurement process
7. Developing appropriate

8. Implementing a

9. Building an

• Application of the steps has been streamlined with a variety of easy-to-follow visuals, checklists, forms and charts. Examples: bulleted "to do" and "pitfalls to avoid" tips; breakdowns of the responsibilities and duties for each member of the service improvement team; guidelines for drawing up a team charter, developing service standards, and effective ways of engaging staff in the initiative;
recognition/celebration processes that reinforce the service culture service obstacle system for identifying and addressing barriers to service excellence accountability system that ensures commitment to ongoing service excellence