Unleashing excellence - Dennis Snow

This isn't your father's "customer service" book. With tons of such books littering the shelves of bookstores, "Unleashing Excellence" is truly a breath of fresh, encouraging air. Finally there is a no-nonsense, practical tool that will prove once-and-for-all that "customer service" isn't a myth. Jam packed with documents that can be put to immediate use at all levels, this will be a book that doesn't gather dust sitting on a shelf. Specifically, the authors-both experts with years of experience with some of America's finest corporations known for their customer service excellence-provide a true "how to" manual that will give any company of any size what it needs to kick start a program destined to succeed. This book is loaded with hundreds of sample checklists, action steps, letters, recognition awards, service maps, customer surveys and interview questionnaires, communication activities, training ideas, talent evaluations, and pitfalls to avoid. This book covers training, evaluation and measurement, hiring, reward and recognition, and continuous improvement. This book has it all.