Excellent Service: The Concept, Elements, and Means of Creating Excellent Service

Author: Hebei North Management Consulting Company
Publisher:
Publish Date: 2006-08-01
Features: This book proposes a brand-new service philosophy, believing that service is about perception. Customers are highly satisfied only when the service exceeds their expectations. Excellence in service means going a little beyond customer expectations and continuously providing service that exceeds expectations as customer expectations keep rising. The book delves into the six elements of excellent service: service, customers, service moments, attitude, job responsibilities, and the essence of the job, pointing out that: we are "gentlemen and ladies" serving "gentlemen and ladies." High-quality service stems from the pursuit of professionalism; service requires a long preparation process, and the true realization of customer service is achieved in the moment, which reflects and tests the effectiveness of preparation. The essence of the job is to deliver service and build harmonious customer relationships. Additionally, the book proposes methods for achieving excellent service, such as proactive service, empathy, first-contact responsibility, punishment, and five-week innovation enhancement, etc. Ultimately, through continuous self-transcendence, service from excellence to excellence. This book represents a profound elevation of service philosophy, tailored by the authors through years of experience and the pursuit of excellence to meet the practical needs of modern enterprises in maintaining customer relationships.