Written by an expert author with a proven track record of successfully applying the strategies, techniques, and concepts covered in the book!

This How-to Guide is the first book that clearly and objectively shows what true service excellence is and how to run a business to grow in today's and tomorrow's highly competitive marketplace.

In a simple and enlightening way, Fábio Marques addresses all the fundamental points and work tools so that any organization can achieve total customer satisfaction, motivation and the best operational results.

This guide fully addresses the human aspect of service delivery and customer service, showing how we can achieve amazing results in business profitability and personal fulfillment.

An ideal book for anyone who owns or manages a business!

Totally didactic, it is a great indication for business and marketing students!


Main Content

  1. SERVICE EXCELLENCE MANAGEMENT
  2. IS THE CUSTOMER ALWAYS RIGHT?
  3. STRATEGIC ADVANTAGES
  4. WARNING FROM CONFUCIUS
  5. QUALITY IS
  6. CUSTOMERS EVERYWHERE
  7. TOTAL QUALITY IS A MATTER OF WHEN
  8. SERVICES ARE MORE THAN WE THINK
  9. GOOD SERVICE AND 3 KEY QUESTIONS
  10. SERVICE EXCELLENCE, AFTER ALL
  11. THE 4 MARKETS
  12. WHY CUSTOMERS DO WHAT THEY DO
  13. MARKET SHARE: INFLUENCING FACTORS
  14. HEART SHARE: THE TRUE FORM OF LOYALTY
  15. THE MANAGERIAL LEADER
  16. THE EVOLUTIONARY FEEDBACK
  17. THE REAL EMPOWERMENT
  18. TRUE TEAMWORK
  19. KEY COMMUNICATION
  20. USEFUL TIPS ABOUT CUSTOMER SATISFACTION SURVEYS
  21. 10 COMMANDMENTS FOR EFFECTIVE
    CUSTOMER SATISFACTION SURVEYS
  22. 5 STEPS TO FOLLOW WHEN HIRING NEW EMPLOYEES  
  23. STRATEGIC INVESTMENT IN EDUCATION & TRAINING
  24. ANSWERING THE PHONE LIKE A PRO
  25. DEALING WITH COMPLAINTS EFFECTIVELY
  26. MEASURING RESULTS
  27. EVALUATING RESULTS

A small investment...

for BIG RESULTS...

ABOUT THE AUTHOR

International Speaker & Business Growth Advisor Fabio Marques

International Management Consultant, Business Growth Advisor and Inspirational Speaker with over 20,000 hours on stage, Fabio Marques is The World's #1 Authority on MAGNA INFLUENCE, and has directly coached and mentored more than 200,000 people in 20 countries, empowering leaders, speakers, coaches, consultants, sales professionals - and even athletes and artists - to enjoy a richer, happier, and healthier life. Author of several books and programs on Leadership, Team Building, Motivation, Customer Centric Culture, Sales and Service Excellence. Companies like Audi, Apple, Cisco, Citibank, Dow, DuPont, JLL, Merck, Microsoft, Motorola, Nestlé, Oracle, Puratos, and hundreds of others (small to large) have trusted Fabio to inspire and prepare their teams around the globe. Certified Professional Member of the National Speakers Association (NSA) and the Global Speakers Federation.

NOW YOU CAN

achieve service excellence and multiply profits while improving everybody's experience!

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