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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
Contents:
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.
Summary: 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.
Item type Home library Call number Status Date due Barcode Item reserves
Book Book Australia
202.6 ELE 2016 (Browse shelf) Not for loan CA012368
Book Book New Zealand
202.6 CUL (Browse shelf) Not for loan CA009390
Total reserves: 0

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.

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