Items related to Cracking the Code of Service: How to Elevate Your Employees...
Cracking the Code of Service: How to Elevate Your Employees and Customers Through World Class Service - Hardcover
Synopsis
Mark Colgate, drawing from more than twenty years of experience teaching customer service courses, enlightens us that the age-old moniker, “customer is king,” is actually incorrect. Colgate stresses that, instead, companies should pursue consistency to deliver the best service experience—for both customers and employees.
Cracking the Code of Service is a book about the science, the systems, and the discipline of great customer service. Differentiate yourself and your organization by implementing the scientifically driven F.A.M.E. model (Framework, Accountability, Moments, and Endurance) to create your unique approach and communicate your service brand to your customers in a compelling, clear, and memorable way.
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From the Author
PROVEN MODEL - The author implemented this model with the city of Whistler (hundreds of millions in revenue from tourism alone each year) and the Commonwealth Bank of Australia (his customer service model brought the bank from ranking last to first in customer service among the five biggest banks in Australia). Business readers love hearing about a model that's been proven to actually work.
EXISTING READERSHIP - This is the authors second business book. His first, "8 Moments of Power in Coaching," was released in Fall 2016.
HIGH APPLICABILITY - The step by step approach combined with the authors years of experience implementing this model make the book's takeaways easy to apply in the workplace.
About the Author
Mark Colgate is the associate dean of the Peter B. Gustavson School of Business at the University of Victoria. His teaching roles have taken him all over the world, including regular assignments at the China European Business School in Shanghai, the U.K., Ireland and New Zealand. An expert in customer service excellence, Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, ASB Bank, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota and Enerco.
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