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Managing Service Excellence
ISBN
9781647267995
Author
Damien Montgomery
Publisher
Clanrye International
Language
English
Publication Year
2025
Category
Business, Management and Economics - Business Management
Price
USD 150.95
Description
Service excellence involves consistently delivering superior service to meet and exceed customer expectations. It requires a strategic approach including customer-focused policies, continuous training and a culture of quality. Key elements include understanding customer needs through feedback and analytics, empowering employees with the skills and tools necessary to provide exceptional service and fostering an environment that values and rewards excellence. Effective management also entails setting clear service standards, monitoring performance through metrics and continually refining processes to enhance customer satisfaction. By prioritizing service excellence, organizations can build strong customer loyalty, differentiate themselves from competitors and drive long-term success. This textbook is a compilation of chapters that discuss the most vital concepts in the field of service excellence. It explores all the important aspects of service design, delivery and recovery providing a holistic approach to managing service quality in the present day scenario. For someone with an interest and eye for detail, this book covers the most significant topics in the field of service excellence.
