The Service Culture Handbook A STEP-BY-STEP GUIDE TO GETTING YOUR EMPLOYEES OBSESSED WITH CUSTOMER SERVICE

The Service Culture Handbook A STEP-BY-STEP GUIDE TO GETTING YOUR EMPLOYEES OBSESSED WITH CUSTOMER SERVICE

This book is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees, And explore ways to stra...

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Bibliographic Details
Main Author: Toister ,Jeff (Author)
Format: Book
Language:English
Published: [San Diego, Calif.] [Toister Performance Solutions] 2017
©2017
Subjects:
Customer services
Consumer satisfaction
Corporate culture
Online Access:Click Here to View Status and Holdings.
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Table of Contents:
  • Part 1. Culture is the key to outstanding customer service
  • 1. How corporate culture guides your employees' actions
  • 2. Why culture initiatives often fail
  • Part 2. Building a customer-focused culture
  • 3. Defining your culture
  • 4. Engaging employees with your culture
  • Part 3. Changing your company's service DNA
  • 5. Aligning your business around a customer-focused culture
  • 6. Setting goals that drive your culture
  • 7. Hiring employees who will embrace your culture
  • 8. Training employees to embody your culture
  • 9. Empowering employees to support your culture
  • 10. How leadership can make or break your culture
  • 11. A customer-focused example
  • 12. Making a commitment to a customer-focused culture

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