Answer the Hard Questions First: How to Think Your Way to a Strong Customer Service Strategy
Greetings, scripts, standards, technology, and measurement all play a part in delivering a great service experience. They help people perform the work. That said, they do not decide what that work is.
This book argues that for great service to exist consistently and at scale, service must be defined before it can be trained, measured, scripted, automated, or improved. What has the organization promised? What does it owe? Who owns the request? What may be decided, verified, recorded, escalated, or corrected? These are management questions.
Built around thirty service strategy choices, this book gives leaders a practical structure for answering them. It distinguishes technique from tactic, tactic from standard, and standard from strategy. It also recognizes that service is not the same work everywhere. A bank, a hospital, a public office, a law firm, a retailer, and an internal department may all value courtesy. They do not owe the same things to the people they serve.
Service is a promise made operational. This book shows what must be decided before that promise can be kept.
Customer Reviews
ThriftBooks ® and the ThriftBooks ® logo are registered trademarks of Thrift Books Global, LLC
