Unleashing Excellence: The Complete Guide to Ultimate Customer Service, 2nd EditionISBN: 978-0-470-50380-5
Hardcover
256 pages
November 2009
 This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
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Preface to the Second Edition vii
Acknowledgments xi
Introduction xiii
Chapter 1 The DNA of Service Excellence 1
Chapter 2 The Leadership Actions 17
Chapter 3 The Service Improvement Team 21
Chapter 4 Developing the Service Improvement Core Tools 45
Chapter 5 Communication 73
Chapter 6 Training and Education 89
Chapter 7 Interviewing and Selection 115
Chapter 8 Measurement 141
Chapter 9 Recognition 169
Chapter 10 Service Obstacle System 183
Chapter 11 Accountability 201
Conclusion 225
Index 231
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