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    Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It
    Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It
    Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It
    Audiobook5 hours

    Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It

    Written by Jeff Toister

    Narrated by Walter Dixon

    5/5

    ()

    About this audiobook

    Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company?

    Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as:

    • Company culture doesn't always support service excellence

    • Over-emphasis on cost reduction often increases the cost of service

    • Employees are torn between doing the right thing for the customer and following policy

    • Poor products and services can make helping the customer nearly impossible

    • Employees' interests often don't align with company goals

    Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.
    LanguageEnglish
    PublisherAscent Audio
    Release dateOct 12, 2012
    ISBN9781469085609
    Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It

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