Get Your First Month for Free Get Started
Celebrate Small Business Saturday! Over 150 great audiobooks on sale from now thru Saturday, November 24th! Shop the Sale
Price:

$32.18

Get for Free with Membership

Service Failure

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

By Jeff Toister
Narrated by Walter Dixon / 5 hours 39 minutes

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.

  Add to Your Wish List

Almost ready!

In order to save books to your Wish List you must be signed in to your account.

      Log In       Create Account
Gift

Gift Audiobook Memberships

You pick the duration—1, 3, 6, or 12 months—they pick the audiobooks. Buying gifts from your local bookstore has never been so easy.

Gift Now
 

Author
Narrator Walter Dixon
ISBN 9781469085609
Length 5 hours 39 minutes
Language English
Publisher Gildan Audio
Publication Date
Edition Unabridged
Libro.fm Rank #116,753 Overall
Genre Rank #6,641 in Business
 
Celebrate Small Business Saturday! Over 150 great audiobooks on sale from now thru Saturday, November 24th! Shop the Sale

Share this page!

Link too long? Use a URL Shortener