The Power and Perils of Customer Service
At last! Another uniquely Australian book from Barry Urquhart, the nation’s leading author, consultant, researcher and keynote speaker on service quality. “Service Please!” provides invaluable new insights and answers to questions about the most effective means to achieve increased sales, improved profits and enhanced client loyalty and greater staff motivation through service excellence. Those answers lie within. Individuals must accept that it is they who are the driving force which will overcome inertia and ensure the aim of service excellence is attained and maintained. Traditional training methods and the concept of empowerment have been found wanting. There must be alternatives. “Service Please!” shows the way. It is a true learning experience which will contribute to and foster a corporate culture based on continuous learning in which there are no rights, no wrongs; just experiences. Barry Urquhart is author of “Serves You Right!”, the largest selling book on service excellence in Australasia. His ongoing schedule of original research into the many aspects of quality customer service reveals the distinctive attitudes, perceptions and actions of executives, staff members and clients throughout Australia and New Zealand. The writing style is relaxed, easy to read and often sardonic. “Service Please!” is a reference book whose repeated use will refine and develop one’s appreciation of service excellence. It will enable people to break out of their own paradigms and parameters.
- Vivid Publishing, April 2013
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