Unleashing Excellence: The Complete Guide to Ultimate Customer Service

by Dennis Snow and Teri Yanovitch

Book Overview

A step-by-step guide to designing and implementing an amazing customer service culture

In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform...

• Format: Hardcover
• Language: English
• ISBN: 0470503807
• ISBN13: 9780470503805
• Release Date: November 2009
• Publisher: Wiley
• Length: 256 Pages
• Weight: 1.00 lbs.
• Dimensions: 0.9" x 6.6" x 9.3"

Customer Reviews

Excellent - very practical and no nonsense approach

There are many research articles and books out there that talk a lot about customer service and experience concepts. But nothing provides a practical and pragmatic approach to implementation. It is a must for any company that is serious about customer service.

what customer service is all about

This book helps you to remember what customer service in any field is suppose to be and how to achieve customer service excellence. A must have book in your personal as well as business library.

Disney Best Practices Translated for Real Results

Dennis Snow is brilliant. His contribution at The Walt Disney World Co. was truly incredible. I had the honor of being taught by Dennis while I was working at Walt Disney World myself. Dennis has translated the genius of Disney into practical, actionable strategies for almost any company. Dennis offers his wisdom through multiple stories from a variety of industries and companies. This is a "Best of the Best" book on service culture and delivery!

Effective Guide for Executives and Managers

Customer service is similar to Motherhood and Apple Pie. Organizations that deliver outstanding customer service as an integral part of their business operation build customer loyalty and bottom line strength. Those that don't...well, we all know that bad customer service can destroy a company, or at least severely limit its potential.This knowledge is legendary. Techniques for delivering good customer service are well-known. This is not brain surgery. Why another book on the ubiquitous topic?First, note the title. The book title doesn't talk about Excellent Customer Service or You Will Be Fired if You Aren't Nice to Our Customers. The Unleashing Excellence title-and theme of the book-is directed toward senior executives. Customer service is a corporate strategy that needs to be led from the top. This book needs to be read by senior executives that allege that they don't have time to read it. The downside of mediocre customer service can be career-limiting to executives who don't pay attention to this critical component of their company's business.The authors, both formerly part of the Walt Disney leadership development programs, are now in private practice. They are active consultants-to a wide range of employers-on customer service issues. In their work, they apply what they learned at Disney and other employment experiences to deliver an executive-targeted message. Toward this end, the book is easy to read, includes shaded call-out boxes, Action Steps and Pitfalls to Avoid at the end of each chapter. The book's concluding chapter presents nine leadership actions to guide readers in strengthening their customer service delivery. A comprehensive index makes the book even more reader-friendly. Readers will benefit from a continual flow of best practice stories from many employment settings. Many of the examples of good work come from the authors' clients. These illustrations serve to enhance and illuminate the content to bring the traditional concepts to life in ways that leaders can read the book and initiate appropriate actions for individual and organizational improvement. Several sections of the book stand out in my mind, but all chapters are filled with ideas, thought-provoking discussions, and anecdotes to bring the concepts to life.Yes (sigh), this is ANOTHER customer service book. Do we need more books on this topic? Some of us are beginning to feel overstuffed with this topic---like the bloated feeling we get after a huge Thanksgiving dinner. Thankfully, this book serves a specific purpose of providing how-to advice and insights for executives and managers to consider and implement. Use it as a tool to stimulate customer service conversations in your organization as you inspire increasingly high attention to incredible customer service as a part of your corporate DNA.

Required Reading for Customer Service Providers/Professional

What a great book! A practical and quick read that should be mandatory for everyone that works in the customer service arena. The sections are divided in such a way that you can immediately put in place the ideas presented. A perfect book for anyone working with Customers, CEO's, a gift for your boss or the Customer Service Consultant. It's a "must read and pass-on" book.