Format:
Book
Author:
Hyken, Shep, author.
Title:
Amaze every customer every time : 52 tools for delivering the most amazing customer service on the planet / Shep Hyken.
Edition:
First edition.
Publisher, Date:
Austin, Texas : Greenleaf Book Group Press, [2013]
©2013
Description:
234 pages ; 24 cm
Summary:
Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brans in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace's over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.--INSIDE FLAP.
Subjects:
Customer services.
Consumer satisfaction.
Employee empowerment.
Corporate culture.
Success in business.
Notes:
Includes index.
Issued also as an ebook.
Contents:
Part one: Amazement 101 -- Chapter one: Introduction to amazement -- Chapter two: The case for ace -- Chapter three: People with the passion to serve -- Chapter four: Operationalizing helpful -- Chapter five: The seven amazement principles -- Part two: The 52 tools for customer amazement -- Chapter six: Leadership -- Chapter seven: Culture -- Chapter eight: One-on-one -- Chapter nine: The competitive edge -- Chapter ten: Community -- Chapter eleven: Create a demanding customer.
LCCN:
2013931924
ISBN:
9781626340091
1626340099
* 9781626340107
9781626340374
1626340374
Other Number:
835152478
System Availability:
1
Current Holds:
0
# Local items:
1
Control Number:
383079
Call Number:
658.812 HYK 2013
Course Reserves:
0
# Local items in:
1
# System items in:
1