I want to let you know that the second edition of my book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, co-authored with Teri Yanovitch, has just been published. You can find it in bookstores or at Amazon.com and BarnesandNoble.com.

Teri and I are very excited about the book, as it offers additional tools and approaches developed since its original release in 2003. We've included best practices from many organizations who have successfully implemented the Unleashing Excellence approach.

One of the book's elements we're most proud of is the ability for you to access downloads of the tools described throughout Unleashing Excellence. You can instantly customize the tools to your own operation.

Unleashing Excellence is a step-by-step guide that covers:

  • The "DNA" of Service Excellence
  • Creating a Service Improvement Team
  • Developing Your Service "Non-negotiables"
  • Communicating the Service Strategy to Your Team
  • Service Training and Education
  • Hiring for Service Excellence
  • Developing Effective Service Measurements
  • Recognition and Reward Systems
  • Implementing a Service Obstacle System
  • Building a Culture of Accountability

You can find information about Unleashing Excellence at the following link - www.UnleashingExcellence.com. Or you can find it in books stores or and BarnesandNoble.com.

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