Every company today acknowledges the significance of good customer service and prioritizing the customer. However, service personnel often act as if customers should serve them instead. Many customers feel neglected and frustrated, questioning the decline of basic civility and courtesy. This raises concerns about how businesses can train employees to deliver the attention and respect customers deserve. Ron Willingham, known for transforming employee behavior in major companies through his seminars, offers a fresh perspective on customer service. Rather than relying on superficial smiles, Integrity Service emphasizes the importance of bringing the whole person into the service experience. It highlights that strong customer relationships stem from employees’ beliefs about their identity, potential career rewards, and the value they can provide. The book outlines fundamental principles for individual success and offers actionable guidelines for both on-the-job and personal development. Willingham's proven success in his programs ensures that the practical advice provided will help both employees and managers grasp the true essence of service. In an era dominated by automated systems and frustrated customers, this approach empowers employees to deliver the exceptional service that customers truly desire and deserve.
Ron Willingham Reihenfolge der Bücher (Chronologisch)
Offers step-by-step guidelines and tips for providing superior customer service, discussing customer satisfaction, how to identify customer needs, problem solving, and other topics
A dynamic new selling strategy that challenges traditional approaches to selling. Illustrated.