The Resource Service Failure, Toister, Jeff

Service Failure, Toister, Jeff

Label
Service Failure
Title
Service Failure
Statement of responsibility
Toister, Jeff
Creator
Contributor
Author
Subject
Genre
Language
  • eng
  • eng
Summary
Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as: • Company culture doesn't always support service excellence • Over-emphasis on cost reduction often increases the cost of service • Employees are torn between doing the right thing for the customer and following policy • Poor products and services can make helping the customer nearly impossible • Employees' interests often don't align with company goals Once core problems are identified, the book offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best
http://library.link/vocab/creatorName
Toister, Jeff
Nature of contents
dictionaries
http://library.link/vocab/relatedWorkOrContributorName
O'Reilly Media Company
http://library.link/vocab/subjectName
Business management
Label
Service Failure, Toister, Jeff
Link
https://databases.mvlc.org/connect/oreilly?ID=9780814431993
Instantiates
Publication
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Dimensions
unknown
Edition
1st edition
Extent
1 online resource (208 pages)
Form of item
online
Issuing body
Made available through: O'Reilly Media Company.
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Reproduction note
Electronic reproduction.
Specific material designation
remote
System control number
(CaSebORM)9780814431993
System details
Mode of access: World Wide Web
Label
Service Failure, Toister, Jeff
Link
https://databases.mvlc.org/connect/oreilly?ID=9780814431993
Publication
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Dimensions
unknown
Edition
1st edition
Extent
1 online resource (208 pages)
Form of item
online
Issuing body
Made available through: O'Reilly Media Company.
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Reproduction note
Electronic reproduction.
Specific material designation
remote
System control number
(CaSebORM)9780814431993
System details
Mode of access: World Wide Web

Library Locations

    • Merrimack Valley Library ConsortiumBorrow it
      4 High Street, Suite 175, North Andover, MA, 01845, US
      42.7009413 -71.1255084
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