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The service culture handbook : a step-by-step guide to getting your employees obsessed with customer service / Jeff Toister.

By: Material type: TextTextPublisher: [San Diego, Calif.] : [Toister Performance Solutions], [2017]Copyright date: ©2017Description: xiii, 174 pages ; 23 cmContent type:
Media type:
Carrier type:
ISBN:
  • 9780692842003
  • 0692842004
Subject(s): DDC classification:
  • 658.812 TOI
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.
Summary: 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 strategically align every facet of your organization with outstanding service.-- From publisher's description.
Holdings
Item type Current library Call number Status Date due Barcode
Long Loan TUS: Midlands, Main Library Athlone General Lending 658.812 TOI (Browse shelf(Opens below)) Available 225778
Long Loan TUS: Midlands, Main Library 658.812 TOI (Browse shelf(Opens below)) Available

Includes bibliographical references and index.

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.

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 strategically align every facet of your organization with outstanding service.-- From publisher's description.

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