What's in Creating Service Superstars?

Chapter

 1

 

Why bother?

Identifying the importance of delivering a great customer experience

2

What great looks like

Defining what a great customer experience looks like and feels like

3

Walk a mile in their shoes

Understanding your customers’ journey

4

 

Tricks of the trade

The skills and knowledge needed to deliver a great customer experience

5

A sparkling performance

Gaining engagement and enthusiasm from your team

6

A bad workman blames his tools

Establishing the systems and processes to support your team

7

A stick of rock

Creating a customer service culture

8

In summary

What to do next

 Plus: Each chapter gives you actions to take so you make progress as you complete each chapter.