The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management.  The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.  

Introduction

Introduction

If it's to be, it's up to me.

—William H. Johnson

Service leadership is the culture that empowers the organization to strategize its promises, design its processes, and engage its people in a proactive quest for competitive advantage. When an entire organization has a service leadership mind-set, every employee-customer encounter is considered to be an invaluable opportunity to improve customer service and engender customer loyalty. Under these conditions, every individual takes responsibility and pride in creating or protecting the organization's leading position in service quality or in designated markets by carefully observing and communicating customer needs through the organization.

Changes in our daily lives and corporate environments continuously force organizations to reexamine their strategy concerning their markets, their employees, and their customers. Globalization, advanced technology, and communication ...

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