Service excellence is as easy as pie (perception is everything)
By: Liz Jazwiec, Award-winning Author of Eat That Cookie! and Hey Cupcake! We Are All Leaders
Publisher: Fire Starter
Published: 2014
Place of publication: Gulf Breeze, FL
Language: eng
Number of pages: 153
ISBN-13: 9781622180011
Subjects: Customer services; Service industries
Table of contents: title: Understanding perception: the "quality vs. service" controversy --; title: Improving perception: stories from the front lines --; title: Myths about perception improvement (and a few excuses, too) --; title: SAY WHAT?!? Make your words work --; title: Tell the Truth ... with a little cushion (The art of expectations management) --; title: "Yeah, we know it stinks!" : how to win them over by acknowledging inconvenience --; title: Service recovery (or, what to do when "Oops" won't cut it) --; title: WOW Vs. WHOA (Or should it be "WOE"?) --; title: The WOW! factor(or, the power of getting personal) --; title: Spin your wins: Tell 'em what you're doing right.