Service Excellence in Organizations Volume II is popular PDF and ePub book, written by Fiona Urquhart in 2019-06-03, it is a fantastic choice for those who relish reading online the Business & Economics genre. Let's immerse ourselves in this engaging Business & Economics book by exploring the summary and details provided below. Remember, Service Excellence in Organizations Volume II can be Read Online from any device for your convenience.
Service Excellence in Organizations Volume II Book PDF Summary
This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship. Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability. The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.
Detail Book of Service Excellence in Organizations Volume II PDF
- Author : Fiona Urquhart
- Release : 03 June 2019
- Publisher : Business Expert Press
- ISBN : 9781949991185
- Genre : Business & Economics
- Total Page : 98 pages
- Language : English
- PDF File Size : 10,6 Mb
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