Managing Service Excellence: The Ultimate Guide to Building and Maintaining a Customer-Centric Organization
$24.95
217 in stock
Refresh Stock LevelInformation
Shipping
We currently offer free shipping on all orders over $100. Standard media mail shipping is $7.50 plus $1 for each additional book. Electronics are $35 shipping on all items.
Books
We get our books from a national distributor and although we strive to present up to date stock counts, stock constantly fluctuates. We perform a stock check when you add your book to the cart to ensure that it is available for shipping from the distributor. You can also check stock status by clicking the refresh stock link on the product page for the most up to date stock at the distributor. If an item is on backorder, you may place an order and we will update you on the estimated ship date as soon as we can confirm with the distributor.
Return & exchange
If you are not satisfied with your purchase you can return it to us within 14 days for an exchange or refund. More info.
Assistance
Can’t find what you’re looking for? We have access to over 13 million titles, reach out and see if we can help!
Contact us on (575) 322-6867, or email us at business@rabsbooks.com.
| Weight | 0.55 lbs |
|---|---|
| Dimensions | 9 × 6 × 0.39 in |
Description
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.
Diamin Publishing
Reviews
There are no reviews yet.