License to Serve: Beyond Selling... the How- To Guide for Creating Exceptional Customer Service

Whether you want the fast-track approach to customer service or strategic insight on establishing long-term commitment to customer service, this book provides it all.

License to Serve demystifies the secrets behind delivering optimum customer service, when it occurs and what it takes to go beyond customer satisfaction. Whether you ultimately serve customers, co-workers, patients, partners, a board of directors, voters, members, or senior managers, the insight presented in this book will help you strategize, create and deliver customer service to internal and external customers.

Section One presents 65 customer service truths insights, observations, techniques, tips, and strategies that you can implement immediately. These tools are the first step in crossing the line between your customer satisfaction expectations and optimum customer service from the customer's perspective.

The next three sections -- Who is Responsible for Customer Service; Determining Customer Service Touch Points; Maintaining an Environment of Optimum Customer Service -- take this foundation to the next level with a greater understanding of how to create a culture of customer service within the hearts and minds of all levels of employees.

Successful organizations today understand that it is not a question of high-tech or high-touch; the issue is combining high-tech with high-touch! It is fine to use technology to help streamline efficiencies and discover root causes of problems, but it is people who play the pivotal role of providing high-touch personalized service by understanding the customer s perspective. License to Serve gives you the tools to determine customer touch points a defining moment of customer service.

Knowing how to provide optimum customer service is just the beginning. Changing behavior to continually provide optimum customer service is the goal. License to Serve outlines how to create the momentum to reach this goal through words and actions, techniques and strategies. Integral to making the transition to optimum customer service is the change model that illustrates the different points involved in maintaining this successful environment.

License to Serve will prepare any kind of organization from public to private and profit to non-profit with the necessary skills to exceed customer needs and expectations that ultimately increase profitability and future success.