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Service Failure

Audiobook
Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as:
  • Company culture doesn't always support service excellence
  • Over-emphasis on cost reduction often increases the cost of service
  • Employees are torn between doing the right thing for the customer and following policy
  • Poor products and services can make helping the customer nearly impossible
  • Employees' interests often don't align with company goals Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.

  • Expand title description text
    Publisher: Ascent Audio Edition: Unabridged

    OverDrive Listen audiobook

    • ISBN: 9781469090238
    • File size: 162930 KB
    • Release date: October 12, 2012
    • Duration: 05:39:26

    MP3 audiobook

    • ISBN: 9781469090238
    • File size: 162951 KB
    • Release date: October 12, 2012
    • Duration: 05:42:26
    • Number of parts: 6

    Formats

    OverDrive Listen audiobook
    MP3 audiobook

    subjects

    Business Nonfiction

    Languages

    English

    Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company? Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as:
  • Company culture doesn't always support service excellence
  • Over-emphasis on cost reduction often increases the cost of service
  • Employees are torn between doing the right thing for the customer and following policy
  • Poor products and services can make helping the customer nearly impossible
  • Employees' interests often don't align with company goals Once core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.

  • Expand title description text
    • Details

      Publisher:
      Ascent Audio
      Edition:
      Unabridged

      OverDrive Listen audiobook
      ISBN: 9781469090238
      File size: 162930 KB
      Release date: October 12, 2012
      Duration: 05:39:26

      MP3 audiobook
      ISBN: 9781469090238
      File size: 162951 KB
      Release date: October 12, 2012
      Duration: 05:42:26
      Number of parts: 6

    • Creators
    • Formats
      OverDrive Listen audiobook
      MP3 audiobook
    • Languages
      English