The cult of service excellence : how to build a truly customer-centric culture / by Oke Eleazu
By: Eleazu, Oke.Publisher: London, U.K. : LID Publishing, 2016Description: 215 p. : ill. ; 22 cm.ISBN: 9781910649541.Subject(s): Customer relationships | Business | Customer service | Competition
|Item type||Home library||Call number||Status||Date due||Barcode||Item reserves|
|Book||Australia||202.6 ELE 2016 (Browse shelf)||Not for loan||CA012368|
|Book||New Zealand||202.6 CUL (Browse shelf)||Not for loan||CA009390|
At Disney, everyone picks up litter! -- Why customer service really does matter! -- The perfect storm -- Who's good and why? -- Which way is north? -- How well are you doing for your customers? -- It starts and ends with leadership -- It's people that make the magic happen -- Stop doing dumb stuff to customers -- Turning the flywheel.
Explains how an organisation can achieve a consistently excellent customer service experience. Examines the vital role of middle-management, the importance of training and staff advancement, and looks at how to assess your customer experience.