BUSINESS OWNERS & MANAGERS

This is action in the right direction

  • Inspiration

    You will feel stimulated and motivated to transform your organization into an Example of Excellence!

  • Practical Knowledge

    You'll have access to easy-to-understand and easy-to-implement strategies and tools to get results quickly!

  • New Insights

    You will activate your mind and involve your entire team, creating ideas to improve processes and delight your customers!

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.

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

ABOUT THE AUTHOR

Business Advisor & Influence Mentor

Fabio Marques

Trilingual International Business Consultant, Influence Mentor and Inspirational Speaker since 1996, with over 16,000 hours on stage, Fabio Marques has delivered more than 3,500 live presentations, serving hundreds of organizations - small, medium and large (Fortune 500). Certified Professional Member of the National Speakers Association (NSA), Fabio helps his Clients to multiply their revenues while improving customer loyalty and productivity. Companies like Apple, Audi, Merck, Microsoft, Motorola, Dow, DuPont, Citibank, Cisco, JLL, Oracle, Puratos, Red Bull, Schneider Electric, Siemens, and many others of same caliber, have trusted Fabio to inspire and develop their leaders and teams all over Latin America, United States, UK, Hungary, Japan, Australia, and other locations.

NOW YOU CAN

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