New Book: Building A Customer Service Culture
Provides 7-Steps to Transform Your Organization’s Customer Service
SCOTTSDALE, AZ (November 11, 2008) – There is a critical gap in the resources available to organizations wanting to provide a memorable and positive experience to their customers,” said Mario Martinez, Ph.D. and co-author of the newly published book,Building a Customer Service Culture: The Seven ServiceElements of Customer Success.This book closes that gap.”
“Most customer service books provide general, high-level advice without any direction on implementation,” Martinez noted. “The ideas may sound good, but readers don’t know what to do with them. Building A Customer Service Culture gives readers a true roadmap that employees, managers and executives can follow to transform themselves and their organizations.”
The book’s co-author, Bob Hobbi said, “In these uncertain economic times, one of the most potent tools for all of us is improving and differentiating through service. In customer service, re-work, corrections and unmet needs can prove costly.”
“In this book, we focus on the needs and requirements upstream from the employee/customer transaction. Training is futile if leaders do not foster a culture that is supportive of the required processes, procedures and behaviors necessary to produce excellent customer service. Our book provides “how-to” exercises and tools that leaders and employees can actually use to create the right mindset and execute the appropriate action.”
Building a Customer Service Culture is based on years of experience that the co-authors and others within their company, Scottsdale, Arizona-based ServiceElements, have had in helping hundreds of organizations and thousands of employees on strategies and programs for improving customer service. Many of these companies are within the business and general aviation industry, perhaps one of the most difficult environments for serving a customer constituency with demanding and discerning wants and needs.
The book is $23.95 and can be purchased at: http://www.serviceelements.com/Books.php
It is being published by IAP, Information Age Publishing.
ServiceElements, an organizational and behavioral culture enhancement company, provides stimulating, highly interactive workshops, seminars, service quality audit programs and keynote speeches to enhance, elevate and awaken the power of excellent service in various industries. Industries include aviation/aerospace, banking, construction/home building, health care, resort and hotel, restaurant and technology. ServiceElements’ goal is to create a cooperative drive toward customer success, equipping companies and individual departments with tools to re-focus service culture and sharpen service delivery skills. With more than 20 years of experience in business, technical training, service excellence, Six Sigma, ISO 9000, quality management processes, customer relationship management programs and process re-engineering, ServiceElements can provide needed techniques to help serve customers the way they demand, deserve and desire.
For additional information on ServiceElements, visit www.serviceelements.com.