| Description |
xiii, 174 pages ; 23 cm |
| Summary |
This book is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees, And explore ways to strategically align every facet of your organization with outstanding service.-- From publisher's description. |
| Bibliography |
Includes bibliographical references and index. |
| Contents |
Part 1. Culture is the key to outstanding customer service -- 1. How corporate culture guides your employees' actions -- 2. Why culture initiatives often fail -- Part 2. Building a customer-focused culture -- 3. Defining your culture -- 4. Engaging employees with your culture -- Part 3. Changing your company's service DNA -- 5. Aligning your business around a customer-focused culture -- 6. Setting goals that drive your culture -- 7. Hiring employees who will embrace your culture -- 8. Training employees to embody your culture -- 9. Empowering employees to support your culture -- 10. How leadership can make or break your culture -- 11. A customer-focused example -- 12. Making a commitment to a customer-focused culture. |
| Subject |
Customer services.
|
|
Consumer satisfaction.
|
|
Corporate culture.
|
|
Customer services. (OCoLC)fst00885545
|
|
Corporate culture. (OCoLC)fst00879624
|
|
Consumer satisfaction. (OCoLC)fst00876403
|
| ISBN |
9780692842003 (paperback) |
|
0692842004 (paperback) |
|
