Service Excellence in Organizations, Volume II
Eight Key Steps to Follow and Achieve It
About the Book
This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence and exploring the driving aspects of strategy and philosophy.
The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing response to create loyalty, further delight, or recover the relationship.
The freshness of the product or service offering, the injection of a characterful sense of fun, and the sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much-sought loyalty and advocacy. In turn, the staff is happy, profits rise and the organization has long-term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Business Expert Press
Since 2008, Business Expert Press has been providing business students and professionals with precise, business information written by experts in their fields. Available in both print and eBook formats, our books can be obtained by consumers through a variety of sources including direct purchase on our website and major online bookstores. Business librarians can purchase our entire Digital Library, published and updated annually, in total, or in various configurations such as topical e-collections or custom bundles, through perpetual access or subscription.
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