Service Excellence in Organizations, Volume II / ISSN (ePub)

Name: Service Excellence in Organizations, Volume II / ISSN
Brand: Business Expert Press
SKU: 116413181
Price: 19.10 EUR
Availability: OnlineOnly

Eight Key Steps to Follow and Achieve It (Sprache: Englisch)

Autor: Fiona Urquhart

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Service Excellence in Organizations, Volume II / ISSN, Fiona Urquhart

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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.
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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.

Autoren-Porträt von Fiona Urquhart

Fiona Urquhart, MBA, FCIM, FIC, after a retail grounding with the John Lewis Partnership, Fiona gained an MBA from CASS Business School. She leads Durham University's MBA module on service excellence, having previously taught for the Open University. She developed AC Nielsen's EPOS based research service, Scantrack, and a pilot EFTPOS service for retail clearing banks. Fiona provides consultancy to diverse service and manufacturing companies, and does charitable work. She supports service excellence projects and training at various corporates., making use of problem based learning to create practical learning situations and encourage reflective learning. She has delivered a series of interactive workshops for several European universities to research PBL in the context of entrepreneurial learning, and will present her findings at a number of global conferences.

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Bibliographische Angaben

Autor: Fiona Urquhart
2019, 134 Seiten, Englisch
Verlag: Business Expert Press
ISBN-10: 1949991180
ISBN-13: 9781949991185
Erscheinungsdatum: 03.06.2019

Abhängig von Bildschirmgröße und eingestellter Schriftgröße kann die Seitenzahl auf Ihrem Lesegerät variieren.

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Dateiformat: ePub
Größe: 3.57 MB
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