Sullivision

Unleashing Excellence shares practical tools and a step-by-step process to creating a culture of true customer service excellence. It identifies nine “leadership actions” that will show your team how to serve better and build stronger teams. Highly recommended by Sulliviison trainers" "One of the best new books on service out there." Training and education of employees, personal accountability, recognition, measurement of quality service, and recruitment of service-oriented employees are all covered by looking at best practices and examples from world-class companies known for their superior customer service. It does not happen by luck, but must be planned and managed. Without fluff or puffery, the authors (Dennis Snow and Teri Yanovitch) of Unleashing Excellence have produced a highly readable, easy-to-understand guide that will encourage readers to take a strong look at their customer service efforts.