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 How
to Provide Excellent Service
in any Organization
Customer Service is one of the hottest business topics of
the decade. More and more organizations say service is important,
managers send more people to customer service seminars, and thousands more
people listen to tapes or read books about it. And yet people tell me
service is getting worse, not better. Maybe you've experienced it
too. Do these sound familiar?
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You check into a hotel. You have a written
confirmation, but they don't have a room for you.
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You go to a hospital for treatment, but you have to
fill out dozens of forms before anyone will even look at you.
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You call a company for assistance and get transferred
at least three times. No one seems to know or care about your problem.
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Your plane arrives in Boston, but your luggage is in
Boise.
Since
everyone talks about it, why is service still so horrible? Because, if
organizations do anything at all to improve service, they start at the wrong place. They try to "fix" the people at the front line without fixing anything
else in the organization. This never works!
This book examines why service is
so poor in so many organizations and gives managers practical, usable ideas to
improve service. The seven sections of the book cover:
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Why Service Is So
Important
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Why Service
Is Bad
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A Blueprint For
Improving Service
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How To
Improve
Service In
Your
Organization
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Good News, Bad News:
13 Real-Life Examples
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Improving Service In
Nonprofits
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Providing Service
During And After A Reorganization
Among hundreds
of other ideas,
it will tell you
what kinds of
people to hire
for customer
contact work,
what kind and
how much
training they
should have, how
to get everyone
committed, how
to motivate and
reward your
people, how to
evaluate your
customer
service, and how
to assess your
own
organization.
Return to
bookstore to
order How to
Provide
Excellent
Service.
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What
People
Say
About
How
To
Provide
Excellent
Service
In
Any
Organization
Management expert Larry Venable
says: "Here is a book that can
change all that. Here is a
blueprint, a management plan, a
'how-to' manual that can get
people in your organization
tuned in to the issue
.... Jeff Disend's book has it
all and is a
must
read for everyone in your
organization, particularly
managers and supervisors,
because customer service is everyone's
job. If you are like most
working people, you already have
plenty to do. But may I suggest,
you have no greater priority
than reading this
book, and ACTING on it."
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About
the
Author
Jeff Disend is
president of The
Communication
Connection, an
Atlanta consulting
company, and a
founder of the
International
Training Group.
Jeff's broad
experience includes
serving as national
training manager
with Thrift Drug
Company and an
internal consultant
with The Coca-Cola
Company. He is a
certified management
consultant and his
clients include
Alaska Credit Union
League,
Brockway-Standard
Inc., Contel
Corporation,
Glasrock Home Health
Care, Hume
Publishing, Georgia
Power, Pennsylvania
Bus Association, and
many others in
health care,
manufacturing,
hospitality, food
service,
transportation,
utilities,
and other
industries.
Return to
bookstore to
order How to
Provide
Excellent
Service. |
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KAY'S BOOKS
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Kay has 30 years’
experience
with writing, layout and design of fiction and nonfiction
books,
websites, shell
letters,
marketing materials,
training aids, leader’s guides,
proposals,
brochures and more!
Now designing websites for your
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