Service Leadership: The Quest for Competitive Advantage [Paperback]

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategiesnot 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.??
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategiesnot 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.??
Service Leadership moves beyond the theoretical and demonstrates how Actavis and other companies achieve and sustain their competitive advantage through service leadership . . .?What makes this book so valuable is the variety of formats from which the reader can choose. The key points, summaries, examples from many companies, and words of wisdom from leaders as diverse as Benjamin Distaeli and Beverly Sills empower readers to develop the strategies that will make them leaders in the competitive marketplaces in which they work and serve. This book is very simple to read and undl·