Overview

No company is immune to the hazards of poor service, and while other books that concentrate on why customer service is important, Unleashing Excellence presents a structured approach for how to design a culture of service excellence within any organization. By providing practical tools that can be tailored to any company's individual needs, readers will be able to guide their teams through the process of improving the experience they provide their customers. Divided into nine Leadership Action sections readers will be guided through the service improvement process. The principles and techniques described in this book are ones that will endure in the long run and create a culture in which excellent service is a habit. Topics discussed include: The DNA of service excellence How to implement service training and education How to develop effective service measurements Building a culture of accountability Recognizing and reward systems

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"Kimberly Farr is an actress and winner of numerous AudioFile Earphones Awards for narration. She has appeared on Broadway and at the New York Shakespeare Festival, the Roundabout Theatre, Playwright's Horizons, and the American Place. She created the role of ""Eve"" in Arthur Miller's first and only musical, Up from Paradise, which was directed by the author. She appeared with Vanessa Redgrave in the Broadway production of The Lady from the Sea and has acted in regional theaters across the country, including a performance in the original production of The 1940's Radio Hour at Washington, DC's Arena Stage."

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