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Unleashing Excellence: The Complete Guide to Ultimate Customer Service, 2nd Edition
Dennis Snow, Teri Yanovitch
ISBN: 978-0-470-50380-5
Hardcover
256 pages
November 2009
US $24.95 add_to_cart.gif
 
Description
Table of Contents
Read Excerpt: Chapter (PDF)
Read Excerpt: Table of Contents (PDF)
Read Excerpt: Index (PDF)
Author Information
 
Preface to the Second Edition.

Acknowledgments.

Introduction.

Chapter 1 The DNA of Service Excellence.

Chapter 2 The Leadership Actions.

Chapter 3 The Service Improvement Team.

Chapter 4 Developing the Service Improvement Core Tools.

Chapter 5 Communication.

Chapter 6 Training and Education.

Chapter 7 Interviewing and Selection.

Chapter 8 Measurement.

Chapter 9 Recognition.

Chapter 10 Service Obstacle System.

Chapter 11 Accountability.

Conclusion.

Index.

 
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