Audiobook5 hours
Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It
Written by Jeff Toister
Narrated by Walter Dixon
Rating: 5 out of 5 stars
5/5
()
About this audiobook
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 audiobook 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 audiobook 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.
Rather than offering another set of tactics for improving customer service, this audiobook 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 audiobook 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.
Related to Service Failure
Related audiobooks
The Cult of the Customer: Create an Amazing Customer Experience That Turns Satisfied Customers Into Customer Evangelists Rating: 4 out of 5 stars4/5Customer Service: The Ultimate Guide to Learning the Art of Customer Experience Excellence Rating: 4 out of 5 stars4/5A - Z of Service Excellence, The: The Essential Guide to Becoming a Customer Service Professional Rating: 0 out of 5 stars0 ratingsCustomer Service Training 101: Quick and Easy Techniques That Get Great Results, Third Edition Rating: 4 out of 5 stars4/5Hug Your Haters: How to Embrace Complaints and Keep Your Customers Rating: 4 out of 5 stars4/5The Customer Loyalty Loop: The Science Behind Creating Great Experiences and Lasting Impressions Rating: 5 out of 5 stars5/5Strategies to Increase Your Bed & Breakfasts Bookings & Profit: Ways to Foster Loyalty in Guests Rating: 0 out of 5 stars0 ratingsWhat Customers Hate: Drive Fast and Scalable Growth by Eliminating the Things that Drive Away Business Rating: 5 out of 5 stars5/5Telecare: How To Provide Exceptional Customer Service Over the Phone Rating: 2 out of 5 stars2/5Outside In: The Power of Putting Customers at the Center of Your Business Rating: 4 out of 5 stars4/5Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization Rating: 4 out of 5 stars4/5The Accidental Sales Manager: How to Take Control and Lead Your Sales Team to Record Profits Rating: 5 out of 5 stars5/5The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs and Boost Profits Rating: 4 out of 5 stars4/5Don't Send a Resume: And Other Contrarian Rules to Help Land a Great Job Rating: 0 out of 5 stars0 ratingsAsk the Right Questions, Hire the Best People, Fourth Edition Rating: 3 out of 5 stars3/5Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand Rating: 0 out of 5 stars0 ratingsThe Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service Rating: 4 out of 5 stars4/5Digital Customer Service: Transforming Customer Experience for An On-Screen World Rating: 5 out of 5 stars5/5The 10 Golden Rules of Customer Service: The Story of the $6,000 Egg Rating: 4 out of 5 stars4/5The Customer Service Revolution: Overthrow Conventional Business, Inspire Employees, and Change the World Rating: 5 out of 5 stars5/5I'll Be Back: How To Get Customers To Come Back Again & Again Rating: 5 out of 5 stars5/5Happy Customers Bundle: 3 in 1 Bundle, Customer Success, Never Lose a Customer Again, and Customer Loyalty Rating: 5 out of 5 stars5/5
Business For You
Rich Dad Poor Dad: What The Rich Teach Their Kids About Money - That the Poor and Middle Class Do Not! Rating: 5 out of 5 stars5/5Becoming Bulletproof: Protect Yourself, Read People, Influence Situations, and Live Fearlessly Rating: 5 out of 5 stars5/5Manage Your Day-to-Day: Build Your Routine, Find Your Focus, and Sharpen Your Creative Mind Rating: 4 out of 5 stars4/5Think Faster, Talk Smarter: How to Speak Successfully When You're Put on the Spot Rating: 4 out of 5 stars4/5How To Win Friends And Influence People Rating: 4 out of 5 stars4/5Getting to Yes: How to Negotiate Agreement Without Giving In Rating: 4 out of 5 stars4/5Seeing What Others Don't: The Remarkable Ways We Gain Insights Rating: 4 out of 5 stars4/5Extreme Ownership: How U.S. Navy SEALs Lead and Win Rating: 5 out of 5 stars5/5Silva Mind Control Method Of Mental Dynamics Rating: 5 out of 5 stars5/5How To Lie With Statistics Rating: 4 out of 5 stars4/5The Artist's Way at Work: Riding the Dragon: Twelve Weeks to Creative Freedom Rating: 4 out of 5 stars4/5The Charisma Myth: How Anyone Can Master the Art and Science of Personal Magnetism (Intl Ed) Rating: 5 out of 5 stars5/5Algorithms to Live By: The Computer Science of Human Decisions Rating: 4 out of 5 stars4/5Your Next Five Moves: Master the Art of Business Strategy Rating: 5 out of 5 stars5/5The Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy Rating: 5 out of 5 stars5/5Essentialism by Greg McKeown - Book Summary: The Disciplined Pursuit of Less Rating: 5 out of 5 stars5/5The Hard Thing About Hard Things: Building a Business When There Are No Easy Answers Rating: 5 out of 5 stars5/5The TenX Rule: The Only Difference Between Success and Failure Rating: 5 out of 5 stars5/5The Sociopath Next Door: The Ruthless Versus the Rest of Us Rating: 4 out of 5 stars4/5The Art of Happiness: A Handbook for Living Rating: 4 out of 5 stars4/5The Catalyst: How to Change Anyone's Mind Rating: 5 out of 5 stars5/5You Will Own Nothing: Your War with a New Financial World Order and How to Fight Back Rating: 4 out of 5 stars4/5The Predictably Irrational Rating: 4 out of 5 stars4/5The Anatomy of Peace, Fourth Edition: Resolving the Heart of Conflict Rating: 5 out of 5 stars5/5Getting Things Done: The Art of Stress-Free Productivity Rating: 4 out of 5 stars4/5Company Rules: Or Everything I Know About Business I Learned from the CIA Rating: 4 out of 5 stars4/5Elon Musk Rating: 5 out of 5 stars5/5
Reviews for Service Failure
Rating: 4.75 out of 5 stars
5/5
4 ratings0 reviews