Engaging service : 22 ways to become a service superstar / by Bryan K. Williams.Material type: TextPublication details: Bowie, MD : B. Williams Enterprise, LLC, ©2009Description: 109 pages : illustrations ; 23 cmContent type:
- 658.81 W6703
|Item type||Current library||Collection||Call number||Copy number||Status||Date due||Barcode|
|Libro||Biblioteca QLU Colección general||Colección General||658.81 W6703 (Browse shelf(Opens below))||e.1||Available||2022-1537|
I am a service professional. -- Customer engagement: where do we begin?. -- 7 principles to fully engage your customers. -- 7 principles to fully engage your customers/part 2.-- Delivery world-class service: function vs. purpose. -- Company service standards. -- Engaging service part 1: not just for the chic. -- Engaging service part 2: it's all about the culture. -- Engagement. -- part 1 to engage the customer, you must engage those directly serving the customer. -- Engagement. -- part 2 to engage ... listen to the voice of your customer. -- World-class service ... in a car dealership?. -- Guest Problem Resolution 101: power of the follow-up. -- Engage every customer ... one touchpoint at a time.-- The greatest bellman I ever met ... -- Sorry to say ... but some people should not be serving other human beings. -- Healthcare: the highest form of hospitality. -- Where does service excellence begin?. -- The double-platinum rule. -- Service excellence: a destination or a journey?. -- Service ... it's not about what you want to give. -- Hiring & engaging a world-class team. -- Making it stick. -- Recap: test your service professional quotient (SPQ) ... again.
This book is about how to go beyond just serving your customers. It is about how to engage every customer and create memorable experiences. All 22 chapters and exercises have been written with one primary goal in mind. That goal is to give you practical and relevant information that you can apply immediately. You will learn: 7 principles to fully engage your customers; how to identify and use service touch points; the power of the double-platinum rule; how to hire & engage a world-class team. Each chapter ends with a powerful activity that is designed to help reinforce the chapter's key points.
Dr. Bryan K. Williams is a keynote speaker, consultant, and author, who is a noted authority on service excellence and leadership effectiveness. His passion is to serve others so they may better serve the world. Over the past several years, Bryan has provided training and consulting expertise to hundreds of organizations in over 20 industries ranging from Healthcare to Luxury Hotels. His work with clients has taken him throughout North America, Europe, Asia, Africa, Mexico, and the Caribbean.