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.  

Leadership Insights: The Power of the Transformer

Leadership Insights: The Power of the Transformer

Leadership insights: The power of the transformer
GeorgeMikitarian CEO, Parrish Medical Center

We have all been there—inside a massive building with long hallways, strong medicinal smells, urgent beeping and paging, rushing interns (yet no one to answer questions), and blaring ambulance sirens. Whether as a patient or a visitor, chances are we did not want to be there, in the hospital, which is usually not “hospitable” at all. “My view of such a place was totally and favorably altered during our recent trip to Parrish Medical Center,” reported John Julian, a first-time visitor.

One look at the photograph of Parrish Medical Center's (PMC's) main entrance and atrium and you can immediately tell that this is no ordinary hospital. Start with its ...

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