Unleashing Excellence: The Complete Guide to Ultimate Customer Service
Written by two of the world’s foremost authorities on service excellence

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Sample Chapter

Two of the world’s foremost authorities reveal the four things world-class customer service organizations consistently do well – then take you step-by-step through the process of designing and implementing your own system for creating ‘walk through fire’ customer loyalty.

Few know this field as thoroughly as Unleashing Excellence authors Dennis Snow and Teri Yanovitch, who have counseled hundreds of companies – including AAA, American Express, Blockbuster, Cummins, Ernst & Young, ExxonMobil, Marriott, Nationwide, Nokia, Radio Shack, Scholastic and Subway. Both also spent years in key positions in the industry. During his 20-year career at the Walt Disney World Company, Snow was the founding head of the Disney Institute division that provides customized customer service training for Fortune 500 companies. As a former vice president at Philip Crosby & Associates, Yanovitch worked directly with the quality assurance legend for almost a decade before serving as a top-rated facilitator and speaker for the Disney Institute. 

Originally published in 2003, this quintessential how-to guide has now been expanded and extensively updated to include the latest tools, best practices, and invaluable lessons learned from companies that have actually applied the authors’ comprehensive system for building a first-rate customer service culture from the ground up!

Filled with vital information, this second edition of Unleashing Excellence literally walks you through every aspect of the nine leadership actions required to compete in a global marketplace where products and services are becoming increasingly commoditized and the Internet provides dissatisfied customers with a powerful forum. 

Examples of what’s included in Unleashing Excellence…