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!
And, without a doubt, a highly recommended read for business consultants.
- SERVICE EXCELLENCE MANAGEMENT
- IS THE CUSTOMER ALWAYS RIGHT?
- STRATEGIC ADVANTAGES
- WARNING FROM CONFUCIUS
- QUALITY IS
- CUSTOMERS EVERYWHERE
- TOTAL QUALITY IS A MATTER OF WHEN
- SERVICES ARE MORE THAN WE THINK
- GOOD SERVICE AND 3 KEY QUESTIONS
- SERVICE EXCELLENCE, AFTER ALL
- THE 4 MARKETS
- WHY CUSTOMERS DO WHAT THEY DO
- MARKET SHARE: INFLUENCING FACTORS
- HEART SHARE: THE TRUE FORM OF LOYALTY
- THE MANAGERIAL LEADER
- THE EVOLUTIONARY FEEDBACK
- THE REAL EMPOWERMENT
- TRUE TEAMWORK
- KEY COMMUNICATION
- USEFUL TIPS ABOUT CUSTOMER SATISFACTION SURVEYS
- 10 COMMANDMENTS FOR EFFECTIVE
CUSTOMER SATISFACTION SURVEYS
- 5 STEPS TO FOLLOW WHEN HIRING NEW EMPLOYEES
- STRATEGIC INVESTMENT IN EDUCATION & TRAINING
- ANSWERING THE PHONE LIKE A PRO
- DEALING WITH COMPLAINTS EFFECTIVELY
- MEASURING RESULTS
- EVALUATING RESULTS