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Deliver Excellent Customer Service With A SNAP: A No Cost Way To Restore Full Service

Philip Espinosa

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ISBN 10: 1479283126 / ISBN 13: 9781479283125
Published by CreateSpace Independent Publishing Platform, 2012
Condition: Good Soft cover
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Bibliographic Details

Title: Deliver Excellent Customer Service With A ...

Publisher: CreateSpace Independent Publishing Platform

Publication Date: 2012

Binding: Paperback

Book Condition:Good

About this title

Synopsis:

Your customers are the life blood of your business. Author Philip Espinosa presents a simple approach, using a powerful communication technique to connect with your customers. Restore full service by proactively informing your customers about the status, the next steps, the approximate timeline and the planned outcomes they can expect. In conversational language you will learn what this technique is and how you can master it -- today.

About the Author:

Philip Espinosa is an experienced executive with a track record of success in improving service levels, reducing operational overhead, cost savings and spearheading large-scale projects and programs. He has a special interest in helping teams achieve success. Key roles serving in the military, the public sector and in healthcare formed his approach to service and efficiency. He believes that excellent service starts with delivering outcomes the customer values and that intentional focus is the cornerstone of effectiveness. With a bachelor’s degree in journalism and a master’s degree in business, he has focused on connecting with customers in order to deliver value. He describes value as a result of partnering with people: People > Partnerships > Value. Philip worked at The Library of Congress; with an agency providing communications support to the White House; and, with healthcare systems in Michigan, Pennsylvania and New Mexico. While serving in the U.S. Army at The Pentagon he learned the importance of keeping key customers (senior military officials) informed: the beginnings of SNAP were formed. His belief is that success comes from listening to the customer. “There always seemed to be those customers who were satisfied,” he says, “while others were not. Discounting for the occasional personality disorder, the differences seem to boil down to the expectation gap. Success for me is managing that gap, and delivering the results that my customers value.” Philip has used the SNAP technique with teams to run software projects, large scale recruiting efforts, to lead and participate with merger and acquisitions, to staff new facilities, and to support the most basic of daily, routine customer transactions. He is a contributor to the leadership site www.hrcsuite.com. You can read more about SNAP at the web site: www.snapthegap.com

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