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    Customer Service is Critical: A Manager's Primer
    Customer Service is Critical: A Manager's Primer
    Customer Service is Critical: A Manager's Primer
    Ebook28 pages15 minutes

    Customer Service is Critical: A Manager's Primer

    By Woodrow Sears

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    About this ebook

    This book was begun 20 years ago, and shaped by interviews with two world-class hoteliers. They are among the finest managers I've ever met. In the intervening years, I've found that their ideas about management and what managers do are fundamental, no matter what your job or industry, and absolutely essential for providing professional customer service. Reading it will be well worth your time.

    LanguageEnglish
    PublisherWoodrow Sears
    Release dateFeb 2, 2011
    ISBN9781458055484
    Customer Service is Critical: A Manager's Primer
    Author

    Woodrow Sears

    Semi-retired consultant, active college instructor, author (6 books for HRD Press in 2007-8), regular contributor to the Cincom "ExpertAccess" business e-zine. I hold one of the early doctorates in Human Resource Development, lectured extensively on project management on an international circuit, worked with clients to install systems, and was heavily involved in civil rights, supervisory, and management training. Came to Lithuania in 1998 as a volunteer, and never left. I live in Vilnius in a former monastery, heat with wood (by choice), and love cooking for friends. Living in Europe is special everyday!

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      Book preview

      Customer Service is Critical - Woodrow Sears

      CUSTOMER SERVICE IS CRITICAL:

      A MANAGER’S PRIMER

      by

      Dr. Woody Sears

      SMASHWORDS EDITION

      ~~~~~

      PUBLISHED BY

      Dr. Woody Sears

      Design/Editorial Support:

      PleasantValleyPress.net

      Quality Customer Service is Critical:

      A Manager’s Primer

      Copyright © 2010 by Woodrow Sears

      Smashwords Edition License Notes

      This ebook is licensed for your personal use and may not be re-sold or given away. If you want to share this book, please purchase an additional copy for each person you share it with. If you're reading this book and didn't purchase it, or it was not purchased for your use only, please return to Smashwords.com and purchase your own copy. Thank you for respecting the author's work.

      ~~~~~

      Contents

      1. Author’s Note

      2. Introduction

      3. Overcoming the Menace of Mediocrity

      4. The Work Comes First

      5. The Equality of Competence

      6. Results Are Everything

      7. Delivery, As Contracted = Quality

      8. The Security of Specifics

      9. People Pay Attention to Their Passions

      10. Rethinking Results

      11. Ten Principles to Support Quality Customer Service

      12. Selling Customer Service

      13. Make Your Processes—Work Flow—Visible

      14. Delivering Quality Customer Service is a CHOICE

      15. Postscript

      16. About the Author

      ~~~~~

      Author’s Note

      This book

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