Twelve Pillars of World Class Service Excellence

A practical framework for customer service that exceeds expectations This book addresses every aspect of customer service and presents a clear path to achieving customer service results. It will help any business measure and evaluate its customer service practices and suggest key ways to improve overall performance for maximum results. The Twelve Pillars framework examines all aspects of customer service: its position as a competitive differentiator; the strategies that will make it work successfully; the leadership and management skills needed to make it meaningful to customers; recruitment, training, and reward policies for customer service professionals; and the mechanisms for effective two-way communication with customers. Easy and innovative, this new framework for customer service will provide any manager with new ideas and new competitive advantages.Johns, Ted is the author of 'Twelve Pillars of World Class Service Excellence' with ISBN 9780470820711 and ISBN 0470820713.