{"product_id":"service-excellence-in-organizations-volume-fiona-urquhart-9781631577017","title":"Service Excellence in Organizations, Volume I: Eight Key Steps to Follow and Achieve It","description":"\u003cb\u003eThis book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy.\u003c\/b\u003e\u003cp\u003eThe brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.\u003c\/p\u003e\u003cp\u003eFreshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long-term sustainability.\u003c\/p\u003e\u003cp\u003eThe first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Fiona Urquhart\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1631577018\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781631577017\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Business Expert Press\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 06\/03\/2019\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 154\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.48lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.00h x 6.00w x 0.33d","brand":"Fiona Urquhart","offers":[{"title":"Paperback","offer_id":43979453366527,"sku":"9781631577017","price":26.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_b32a5d11-2d0c-422f-b0a1-856492b32da4.jpg?v=1683245627","url":"https:\/\/www.whiterainbookhouse.com\/products\/service-excellence-in-organizations-volume-fiona-urquhart-9781631577017","provider":"WR Book House","version":"1.0","type":"link"}