Location:
United States
Networks:
Leah Marie Adams
Digital Voice Cole G
Andre Malia Jackson
English Audiobooks
Findaway Audiobooks
Description:
This audiobook is narrated by a digital voice. In this remarkable book, discover the gateways to surpassing customer expectations and achieving exceptional satisfaction through an unwavering commitment to service excellence. With years of industry experience and expertise, the author unveils a comprehensive guide that unravels the secret to consistently pleasing your customers and ensuring their delightful experience. Through illuminating anecdotes and real-life examples, the author highlights the significance of service excellence as the foundation for enduring success in any business endeavor. Shattering the preconceived notions surrounding customer service, this book delves deep into a multitude of essential factors, strategies, and techniques that will empower you to consistently exceed customer expectations. Unveiling a practical roadmap throughout the chapters, the author emphasizes the importance of an empathetic and customer-centric approach in boosting satisfaction levels. From fostering a culture of remarkable service to harnessing technology as a tool to enhance customer experiences, each chapter presents actionable insights that can reshape your organization's service landscape. Furthermore, this exceptional guide addresses invaluable techniques to turn dissatisfied customers into loyal advocates. Emphasizing the significance of effective communication, active listening, and personalized solutions, the author equips you with invaluable tips to turn complaints into opportunities, transforming these moments into that of customer satisfaction and eventual delight. By internalizing the principles outlined within this book, you will unlock the secrets to creating remarkable service experiences that resonates with your customers and cements your organization as a paragon of consistent satisfaction and customer delight. Duration - 3h 34m. Author - Leah Marie Adams. Narrator - Digital Voice Cole G. Published Date - Monday, 20 January 2025. Copyright - © 2025 Andre Malia Jackson ©.
Language:
English
Chapter 1: Introduction 7
Duración:00:00:01
- Definition of service quality management 8
Duración:00:02:35
- Importance of ensuring consistency and satisfaction in service delivery 11
Duración:00:03:35
Chapter 2: Understanding Service Quality 15
Duración:00:03:24
- Exploring the concept of service quality 19
Duración:00:02:25
- Key dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles 22
Duración:00:03:31
- The role of service quality in customer satisfaction and loyalty 26
Duración:00:02:15
Chapter 3: Measuring Service Quality 29
Duración:00:02:45
- service quality measurement techniques 32
Duración:00:02:59
- Service quality gap model: identifying perceived versus expected service quality 35
Duración:00:03:40
- Methods for capturing customer feedback and assessing service quality 39
Duración:00:02:58
Chapter 4: Designing a Service Quality Management System 42
Duración:00:06:14
- Developing a framework for service quality management 49
Duración:00:03:50
- Defining service standards and aligning them with company goals 53
Duración:00:03:13
- Establishing accountability and responsibility for service quality across different organizational levels 57
Duración:00:03:05
Chapter 5: Cultivating a Service-Oriented Culture 60
Duración:00:01:38
- The significance of organizational culture in service delivery 62
Duración:00:02:52
- Strategies for fostering a service-oriented culture within an organization 65
Duración:00:03:34
- Promoting employee empowerment and motivation to enhance service quality 69
Duración:00:02:23
Chapter 6: Ensuring Consistency in Service Delivery 72
Duración:00:02:22
- Importance of consistent service experiences for customers 75
Duración:00:02:34
- Techniques for standardizing service processes and procedures 78
Duración:00:03:04
- Training and development practices to enable consistent service delivery across the organization 82
Duración:00:03:16
Chapter 7: Managing Customer Expectations 86
Duración:00:03:58
- Understanding customer expectations and their impact on perceived service quality 91
Duración:00:02:55
- Strategies for effectively managing and setting customer expectations 94
Duración:00:03:16
- Techniques for exceeding customer expectations to achieve high levels of satisfaction 98
Duración:00:03:15
Chapter 8: Building Customer Relationships through Service Quality 102
Duración:00:04:42
- The role of service quality in building strong customer relationships 108
Duración:00:02:37
- Developing customer-centric strategies to enhance loyalty 111
Duración:00:02:22
- Leveraging service recovery to rebuild trust and build stronger customer relationships 114
Duración:00:02:56
Chapter 9: Managing Service Failures and Service Recovery 117
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- Understanding why service failures occur and their implications 120
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- Developing effective service recovery processes and strategies 123
Duración:00:02:54
- Minimizing the negative impact of service failures through proactive management 126
Duración:00:02:33
Chapter 10: The Role of Technology in Service Quality 129
Duración:00:03:28
- Exploring the influence of technology on service quality management 133
Duración:00:02:38
- Identifying opportunities and challenges related to technology adoption 136
Duración:00:03:04
- Leveraging technology to improve service delivery and enhance customer satisfaction 139
Duración:00:02:50
Chapter 11: Ensuring Service Quality across Different Contact Points 142
Duración:00:02:45
- Managing service quality in various service delivery channels: in-person, online, telephone, etc. 145
Duración:00:05:04
- Adapting service quality approaches to meet the unique demands of each contact point 151
Duración:00:02:07
- Coordinating service quality efforts to ensure consistency across different touchpoints 154
Duración:00:02:12
Chapter 12: Service Quality Benchmarking and Best Practices 157
Duración:00:02:50
- Using benchmarking to evaluate and improve service quality 161
Duración:00:02:48
- Exploring industry best practices for service quality management 164
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- Identifying areas of improvement and incorporating learnings from successful organizations 168
Duración:00:02:43
Chapter 13: Service Quality Training and Employee Development 171
Duración:00:03:30
- The role of training and development in enhancing service quality 175
Duración:00:02:20
- Designing effective service quality training programs 178
Duración:00:02:52
- Building a culture of continuous learning and skill development for service excellence 181
Duración:00:03:07
Chapter 14: Performance Measurement and Service Quality 184
Duración:00:02:23
- Using performance metrics to measure and monitor service quality 187
Duración:00:01:59
- Developing a balanced scorecard approach for service quality evaluation 189
Duración:00:03:12
- Linking service quality to overall organizational performance 193
Duración:00:02:38
Chapter 15: Voice of the Customer and Service Quality Improvement 196
Duración:00:02:11
- Gathering and incorporating customer feedback for service quality improvement 199
Duración:00:03:08
- Engaging customers in co-creating better service experiences 202
Duración:00:02:20
- Continuous improvement methodologies for enhancing service quality 205
Duración:00:02:34
Chapter 16: Service Innovation and Service Quality 208
Duración:00:04:03
- The intersection of service innovation and service quality management 213
Duración:00:04:29
- Leveraging innovation to deliver exceptional service experiences 217
Duración:00:03:18
- Encouraging a culture of innovation to constantly evolve and enhance service quality 220
Duración:00:02:14
Chapter 17: Service Quality in a Global Context 223
Duración:00:02:33
- Challenges and opportunities of managing service quality in a global marketplace 226
Duración:00:03:42
- Adapting service quality strategies to meet cultural diversity and regional preferences 230
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- Developing global service standards and ensuring consistency across international operations 233
Duración:00:02:49
Chapter 18: Managing Service Quality through Change and Transformation 236
Duración:00:02:35
- Navigating service quality challenges in times of organizational change 239
Duración:00:03:17
- Strategies for successfully managing service quality during mergers, acquisitions, or other transformations 243
Duración:00:03:47
- Tools and approaches for ensuring service quality excellence throughout the change process 247
Duración:00:02:46
Chapter 19: Conclusion 250
Duración:00:00:01
- Final thoughts on the importance of service quality management 251
Duración:00:01:50
- Call-to-action for organizations to prioritize service quality and drive customer satisfaction. 253
Duración:00:02:14