It's All About Service: How to Lead Your People to Care for Your Customers

Ray Pelletier

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Practical strategies for better customer service based on the principles of servant--leadership Individuals in the workforce and the clients they serve are the fundamental building blocks of every company in America. Executives talk about customer service; but their employees are the ones who make it happen (or not). Author Ray Pelletier reveals the vital importance of a happy workforce in creating a happy client.

By caring for employees, managers create an environment in which employees can care for customers. This book shows senior leaders, managers, and supervisors how to develop a managerial style that combines teamwork, trust, listening, forethought, and ethics to nurture a happy workforce and improve customer service.

Built on the foundations of the servant--leadership model, the book offers effective, easy--to--implement strategies to develop these vital managerial skills. Ita s All About Service reveals that leaders who care for their people create businesses that care for their clients--and gain an edge over the competition.

What will you learn from this book

  1. Customer-Centric Philosophy: The book may emphasize the importance of adopting a customer-centric philosophy, where the focus is on meeting and exceeding customer expectations.

  2. Service Excellence: Expect insights into strategies for delivering exceptional service to customers, aiming for excellence in every interaction.

  3. Employee Engagement: The author might stress the significance of engaging and empowering employees to provide outstanding service, recognizing their role as crucial ambassadors for the brand.

  4. Building Customer Relationships: Insights into the art of building strong and lasting relationships with customers, recognizing the value of repeat business and customer loyalty.

  5. Effective Communication: The book may discuss the role of effective communication in providing superior service, both internally among team members and externally with customers.

  6. Service Recovery: Expect considerations on how to handle service failures and customer complaints effectively, turning negative experiences into opportunities for positive resolution.

  7. Continuous Improvement: The author might explore the concept of continuous improvement in service delivery, encouraging businesses to adapt and evolve based on customer feedback and changing market dynamics.

  8. Measuring Customer Satisfaction: Insights into methods for measuring customer satisfaction and the importance of using feedback to gauge and enhance service quality.

  9. Training and Development: The book may discuss the value of ongoing training and development programs for employees, ensuring they have the necessary skills to provide top-notch service.

  10. Aligning Service with Brand Values: Expect discussions on aligning service practices with the core values and brand identity of the organization, creating a consistent and authentic customer experience.

Language English
ISBN-10 0471716758
ISBN-13 9780471716754
No of pages 232
Font Size Medium
Book Publisher John Wiley & Sons
Published Date 10 Jun 2005

About Author

Author : Ray Pelletier

2 Books

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