Unleashing Excellence

Dennis Snow and Teri Yanovitch set out a step-by-step process for building a culture of excellent customer service inside an organization, a change they note can turn chaotic when introduced midstream. The material is divided into nine leadership actions. Along the way the authors cover how to train and educate staff, how to measure the quality of service, how to build personal accountability and how to recognize and reward excellent work, as well as how to give the whole organization a shared customer service vision. This revised edition updates the tools and best practices and adds stories and lessons from organizations that have put the process to use.

SmartBrief chief executive Rich Stamberger endorsed it, saying that where many authors explain why customer service matters, Snow and Yanovitch show how to deliver it.