Service Excellence in Organizations, Volume II

This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence and exploring the driving aspects of strategy and philosophy.

The 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 response to create loyalty, further delight, or recover the relationship.

The freshness of the product or service offering, the injection of a characterful sense of fun, and the sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much-sought loyalty and advocacy. In turn, the staff is happy, profits rise and the organization has long-term sustainability.

The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help embed 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.