Unleashing Excellence: The Complete Guide to Ultimate Customer Service by Teri Yanovitch, Dennis Snow

The best customer service practices are built on the foundation of setting and maintaining high expectations for excellence. Taking the time to invest in understanding the customer, anticipate their needs, and exceed their expectations will ensure a long-term relationship with customers, bringing long-term benefits to both sides of the equation. Unleashing Excellence: The Complete Guide to Ultimate Customer Service by Teri Yanovitch is a comprehensive guide to achieving the next level of service excellence.

The first part of Unleashing Excellence lays the groundwork, discussing the importance of the customer-provider relationship in the modern world and how to foster a positive and empowered team environment that helps develop excellent customer service skills. It describes the major elements of customer service excellence and how to deliver excellence consistently in each customer interaction. It covers important topics such as communication, understanding customer needs, problem-solving, and time management and lists best practices for attaining customer loyalty.

The second part of the book dives into the details of delivering excellence. It explains the critical steps in the customer service process, from initial contact to follow-up action, offering practical tips and best practices for each stage. Implementing the customer-centered approach to customer service, such as active listening, demonstrating empathy, and offering solutions, is discussed in detail.

The third part of Unleashing Excellence moves on to addressing customer service in the context of modern technology. It discusses how to incorporate technologies such as social media, mobile compatibility, live chat, and automated systems into customer service. It explains how using the right technology can make customer service more efficient, and how to ensure that customer service standards are consistent across different platforms.

Finally, the book concludes with strategies for further empowerment, growth, and success in customer service. It talks about how taking on a leadership role in customer service, encouraging feedback, and building relationships can benefit both the company and its customers. Throughout, the book is filled with case studies and real-world examples to provide helpful context.

Unleashing Excellence: The Complete Guide to Ultimate Customer Service is a comprehensive and detailed resource for customer-focused businesses looking to take the next step in customer service excellence. It offers a clear roadmap, practical tips, and invaluable advice that can help any business develop better customer service tactics. With its in-depth insights and actionable advice, Unleashing Excellence is the essential guide to building and sustaining excellent customer service.