The tenets of excellent customer service are central to any
organization that creates or delivers products or services In fact,
excellent customer service is a bigger differentiator today than it
was twenty years ago. Customers are hungry for good service; they
are hungry to establish long-term relationships with those who
provide not only a one-time solution but serve as a long-term
resource. There is a problem, however. Organizations and the people
who work within them have difficulty implementing the principles of
customer service. The vast majority of books and training materials
on customer service teach the concepts, but do not provide the
tools to implement them. In Building a Customer Service Culture, we
take you on an enjoyable journey where you will learn about the
foundational principles of customer service and acquire the tools
to implement those principles. These application tools will help
make you more successful in your job and simultaneously contribute
to an enhanced service culture in your organization. In the pages
that follow, we blend classic knowledge with new information to
create valuable insights about how to make customer service a
sustainable competitive advantage in your job and for your
organization.
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