Acknowledgments -- Preface -- Why does leadership matter when it comes to customer experience? -- The qualities of the customer focused leader -- Customer insights and priorities -- Recruiting for attitude, training for excellence -- Motivating and empowering your people -- Communicate and...

Performance management has become an essential skill for many managers as customers become more demanding and costs are squeezed tightly. Explores the benefits of good performance management in creating better service to the customer. Describes the key elements of defining key results areas and...

Cover -- Half Title -- Title Page -- Copyright Page -- Contents -- List of Figures -- Introduction -- Acknowledgements -- 1 The Business Case for Measurement -- Return on investment in customer service -- Measurement and service strategy -- What to measure -- Timing your measurement -- Assess...

Draws on the experience of the authors of developing teamwork to strengthen the quality of customer service. Argues that managers who care about their customers cannot leave teamwork to chance. Managers eed to recognize the signs of team effectiveness and early indications of problems and what...

Examines the focus on customer service while at the same time maximizing the use of resources. Suggests that through effective management of resources a balance between the cost and quality of human resources can be achieved. Maintains that customer service is the key to success for an...