Achieving Service Excellence

2013-11-20 Business & Economics

Author : C. M. Chang
Release : 2013-11-20
Genre : Business & Economics
Kind : eBook
Book Rating : 453/5 ( reviews)

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Book Synopsis Achieving Service Excellence by : C. M. Chang

Download or read book Achieving Service Excellence written by C. M. Chang. This book was released on 2013-11-20. Available in PDF, EPUB and Kindle. Book excerpt: As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.

Achieving Service Excellence

2010 Clinical competence

Author : Myron D. Fottler
Release : 2010
Genre : Clinical competence
Kind : eBook
Book Rating : 277/5 ( reviews)

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Book Synopsis Achieving Service Excellence by : Myron D. Fottler

Download or read book Achieving Service Excellence written by Myron D. Fottler. This book was released on 2010. Available in PDF, EPUB and Kindle. Book excerpt: Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect. This book offers a blueprint for successfully competing in today's competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems. Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure. This second edition has been completely updated. Concepts have been expanded to include information on: Significance of aligning strategy, staffing, and systems Evidence-based service management and design principles Customer relationship management Internet-based opportunities for various purposes, including communication, information, marketing, recruitment, feedback, and training Retail clinics, concierge medicine, telemedicine, and other new customer-driven innovations Instructor Resources: Discussion questions and case studies with talking points. To see a sample, click the link in the right-hand navigation bar.

Achieving Service Excellence

2002 Business & Economics

Author : Myron D. Fottler
Release : 2002
Genre : Business & Economics
Kind : eBook
Book Rating : /5 ( reviews)

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Book Synopsis Achieving Service Excellence by : Myron D. Fottler

Download or read book Achieving Service Excellence written by Myron D. Fottler. This book was released on 2002. Available in PDF, EPUB and Kindle. Book excerpt: On any particular day, a patient can deem your organization and its services a disappointment. One unfortunate incident can cost you the goodwill of that patient and anyone that patient knows. Compete successfully in today's customer-driven market. Enhance your customer service with the tools and techniques detailed in Achieving Service Excellence: Strategies for Healthcare. Combining real-world examples with the most significant research on service management, this valuable guide presents the best available information on providing superior service.

Unleashing Excellence

2009-11-16 Business & Economics

Author : Dennis Snow
Release : 2009-11-16
Genre : Business & Economics
Kind : eBook
Book Rating : 807/5 ( reviews)

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Book Synopsis Unleashing Excellence by : Dennis Snow

Download or read book Unleashing Excellence written by Dennis Snow. This book was released on 2009-11-16. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Achieving Excellence Through Customer Service

1996 Business & Economics

Author : John Tschohl
Release : 1996
Genre : Business & Economics
Kind : eBook
Book Rating : 844/5 ( reviews)

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Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl

Download or read book Achieving Excellence Through Customer Service written by John Tschohl. This book was released on 1996. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation

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