Service Excellence in Organizations: Eight Key Steps to Follow and Achieve It, Volume I


This book explores the basic tenets of service excellence, opening to distinguish customer service from service excellence, and explore the driving aspects of strategy and philosophy. The brand promise to customers creates expectations; hooks targeted and segmented customers into a relationship. Service operations deliver expectations, delight, or on occasion, disappointment, and marketing responds to create loyalty, further delight, or recover the relationship.
Freshness of product or service offering, the injection of a characterful sense of fun, and sensitive personalization of service combine to deliver an authentic, pleasurable and memorable service experience prompting much sought loyalty and advocacy. In turn, staff are happy, profits rise and the organization has long- term sustainability.
The first volume offers some theoretical background, while the second suggests mechanisms, tools, and techniques to help em- bed to excellence as the foundation of value that the organization delivers. Both contain practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.


About the Author(s)

Fiona Urquhart

Fiona Urquhart, MBA, FCIM, FIC, after a retail grounding with the John Lewis Partnership, Fiona gained an MBA from CASS Business School. She leads Durham University’s MBA module on service exc…

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Pub Date

June 10, 2019





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