The Service Journey: Developing and Implementing a Service Strategy That Works for You, Your Business, Department, or Organization

By Susan J. Hoekstra

Do the secrets to delivering excellent service seem elusive and impossible? Have you done everything you can think of to improve your service delivery with mixed results? This no-nonsense,... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 1593305877
• ISBN13: 9781593305871
• Release Date: May 2009
• Publisher: Aventine Pr
• Length: 147 Pages
• Weight: 0.43 lbs.
• Dimensions: 8.5" x 0.3" x 5.5"

Customer Reviews

A No-Nonsense, Results-Driven Approach

This book succinctly outlines a no-nonsense, results-driven approach to excellent customer service. Peppered with humorous and real life examples that make the concepts come alive, it outlines an achievable 12-step program designed to ensure your company is providing differentiated, top-of-the-line service. Moves swiftly ... none of the unnecessary prose often found in books of this type.

A MUST read book to help improve your service delivery dramatically

This is an insightful book full of practical service tips, tactics and best practice ideas that are not only cost effective but can be easily implemented in any organization (big or small). Review and customize the 12-step customer service strategy outlined in the book so you can consistently deliver an EXCELLENT service experience that exceeds client expectations.

This is the only book you will need for excellent service!

This is a thoughtful and straightforward book that provides us with specific actions that are easy to implement at little or no cost. Susan Hoekstra shows us that excellent service requires careful planning and execution. Her book is set up with twelve practical steps presented in a logical order from simple service models to the most complex situations, along with real-life case studies that everyone can relate to. I recommend this to everyone who is in a business that has customers. - Dennis Dickstein, author of No Excuses: A Business Process Approach to Managing Operational Risk

I know the author

After many years of watching and seeing the great results of her research and hard work,I know everyone would benefit from this book. Looking at the way our country has been going down the tubes, find out from a person with many years of experience of how practical and relatively easy it is to do things the right way. James Necita