Unleashing Excellence: The Complete Guide to Ultimate Customer Service

"Customer Service" is not a lost art -- but it surely needs to be rediscovered. With all the books that have been written on the subject, it is surprising how little solid insight has been really offered. That is why Unleashing Excellence stands out from the crowd. Without fluff and puffery, customer service experts Dennis Snow and Teri Yanovitch give a no-nonsense, highly readable, easy-to-understand guide that will encourage readers to take a serious look at their own efforts and make the important changes necessary to create the ultimate customer service for their businesses. By examining some of the world's best customer service organizations, readers will be provided with the keys to implementing programs and changing behaviors that can spell success. As Aritotle said, "We are what we do repeatedly, therefore, excellence is not an act, but a habit." Unleashing Excellence will help determined readers to make excellent service a habit.

Dennis Snow has consulted with organizations around the world on creating world-class customer service for more than twenty years. He began his career with The Walt Disney World Company and moved on to the Disney University. He has been a speaker and trainer for some of the world's largest companies and organizations: Exxon/Mobil, AT&T, General Motors, Mitsubishi, the American Bankers Association, Blockbuster Video, Georgetown University Medical Center, and BMW Financial Services to name a few. Dennis is a full-time speaker, trainer and consultant dedicated to helping organizations achieve their goals in the areas of customer service, sales, employee development, and leadership.

Teri Yanovitch, a consultant, keynote speaker, seminar leader, coach, and trainer who uses a total integrated approach in assisting organizations to develop customer loyalty and retention. Over the years, since first developing her skills with the Hertz Corporation and The Walt Disney Company, Teri has worked with companies as varied as Nokia, AAA, Marriott, Johnson & Johnson, Humana, and Scholastic, Inc. Her stint with Philip Crosby Associates, the company that revolutionized total quality management, allowed her to develop her skills in facilitating cultural change within organizations. Teri focuses her attention on helping organizations achieve maximum high performance, while bringing consistent quality to their customer service.