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Service excellence in organizations : eight key steps to follow and achieve it. Volume I / Fiona Urquhart.

By: Material type: TextTextSeries: Service systems and innovations in business and society collectionPublisher: New York, New York (222 East 46th Street, New York, NY 10017) : Business Expert Press, [(c)2019.]Edition: First editionDescription: 1 online resource (142 pages) : color illustrationsContent type:
  • text
Media type:
  • computer
Carrier type:
  • online resource
ISBN:
  • 9781631577024
Subject(s): Genre/Form: Additional physical formats: Print version:: No titleLOC classification:
  • HF5415.5
Online resources: Available additional physical forms:
Contents:
Chapter 1. Introduction to service excellence -- Chapter 2. Entice -- Chapter 3. Ensure quality -- Chapter 4. Establish trust -- Chapter 5. Exceeding customer needs and expectations.
Abstract: In this first volume, the first chapter introduces the distinction between customer service and service excellence and some of the drivers behind this. The way in which the brand acts to draw the customer into a relationship is covered in the second chapter. The third chapter explores aspects of the customer, their behavior, and experience that any organization needs to understand intimately in order to be able to offer a sensitive and responsive service. A huge element of effective service provision and relationship building is trust, and this is the subject of the fourth chapter. The fifth and the final chapter addresses the quality aspects ofservice and the way in which some organizations regularly go above and beyond expectations to delight their customer, keep them coming back, and make them rave about the experience they have in their relationships with the organization.
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Item type Current library Collection Call number URL Status Date due Barcode
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library ONLINE HF5415.5 (Browse shelf(Opens below)) Link to resource Available BEP9781631577024
Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) Online Book (LOGIN USING YOUR MY CIU LOGIN AND PASSWORD) G. Allen Fleece Library Non-fiction HF5415.5 (Browse shelf(Opens below)) Link to resource Available 9781631577024

Includes bibliographies and index.

Chapter 1. Introduction to service excellence -- Chapter 2. Entice -- Chapter 3. Ensure quality -- Chapter 4. Establish trust -- Chapter 5. Exceeding customer needs and expectations.

Access restricted to authorized users and institutions.

In this first volume, the first chapter introduces the distinction between customer service and service excellence and some of the drivers behind this. The way in which the brand acts to draw the customer into a relationship is covered in the second chapter. The third chapter explores aspects of the customer, their behavior, and experience that any organization needs to understand intimately in order to be able to offer a sensitive and responsive service. A huge element of effective service provision and relationship building is trust, and this is the subject of the fourth chapter. The fifth and the final chapter addresses the quality aspects ofservice and the way in which some organizations regularly go above and beyond expectations to delight their customer, keep them coming back, and make them rave about the experience they have in their relationships with the organization.

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Description based on PDF viewed 06/05/2019.

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