The Science of Service
While it's been proven that customer satisfaction can greatly impact many financial aspects of a business - from cash flow to profitability and share price - most companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME mode - standing for Framework, Accountability, Moments, and Endurance - companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.
Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.
- In Stock Out of Stock
- Page Two Books, Inc.
- 9781989025062
- September 18, 2018
- Stock Photo
- 208
- L 23.6cm x W 16.1cm x H 1.6cm
Book Condition Notes
New: A brand-new, unused, unread copy in perfect condition.
Like New: A copy that looks unread and in perfect condition. Dust jacket is intact, with no nicks or tears. The spine has no signs of creasing. Pages are clean and are do not have any notes or folds of any kind. May have a remainder mark. (usually black or red in colour and is usually a dot or line on the bottom of the book on the page edges).
Very Good: A copy that has been read but is in great condition. May have slight cosmetic defects such as marks, wears, cuts, bends and crushes on the cover, pages, spine and dust jacket if applicable. Pages and dust cover (if applicable) are intact and do not have any notes or highlighting. The spine remains undamaged. May have a remainder mark (usually black or red in colour and is usually a dot or line on the bottom of the book on the page edges).
Good: A copy that has been read but in clean condition. The spine, cover, pages and dust jacket (if applicable) may show signs of wear such as marks, wears, cuts, bends and crushes. Pages and dust cover (if applicable) are intact and do not have any notes or highlighting. May have a remainder mark (usually black or red in colour and is usually a dot or line on the bottom of the book on the page edges).
Acceptable: All pages are intact; the cover is intact. The spine, cover, pages and dust jacket (if applicable) may show signs of considerable wear such as marks, wears, cuts, bends and crushes. Pages can include limited notes in pen or in highlighter, but the notes do not obscure the text. May have a remainder mark (usually black or red in colour and is usually a dot or line on the bottom of the book on the page edges).