The service culture handbook : a step-by-step guide to getting your employees obsessed with customer service / Jeff Toister.
Material type: TextPublisher: [San Diego, Calif.] : [Toister Performance Solutions], [2017]Copyright date: ©2017Description: xiii, 174 pages ; 23 cmContent type:- 9780692842003
- 0692842004
- 658.812 TOI
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.