The Six Principles of Service Excellence: A Proven Strategy for Driving World-Class Employee Performance and Elevating the Customer Experience from Average to Extraordinary

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AuthorHouse, 9 Agt 2005 - 160 halaman
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In reading this book, you will find that The Six Principles of Service Excellence IS:

A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence.

More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders.

You will further come to realize that The Six Principles of Service Excellence IS NOT:

A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day.

For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive.

A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.


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Part 1 Creating the Basis for the Culture
Part 2 Creating the Basis for Sustainability
Part 3 Creating the Basis for Credibility
Part 4 Necessary Tools to Drive Service Excellence
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Tentang pengarang (2005)

Theo Gilbert-Jamison is considered a leading expert, strategist and keynote speaker on the topic of service excellence. As Chief Executive Officer of Performance Solutions by Design, a service and performance excellence consulting firm based on Atlanta, Georgia, Theo is the creative force behind The Six Principles of Service Excellence a concept which is widely accepted and practiced by organizations within the United States and abroad.

Prior to launching Performance Solutions by Design, Theo was Vice President of Training and Organizational Effectiveness for The Ritz-Carlton Hotel Company, L.L.C. During a 17-year career with The Ritz-Carlton she oversaw the daily operations of The Ritz-Carlton Leadership Center and the company’s worldwide training and development initiatives.

Now a dynamic full-time keynote speaker, executive coach and performance consultant, Theo is dedicated to helping organizations work through The Six Principles to create a sound service philosophy (through their vision, mission and service standards) and implementing effective interventions to close service gaps that ultimately impede customer loyalty and profitability. The Six Principles of Service Excellence is a simple, yet comprehensive approach to effectively improving the work environment, employee performance and the service experience for your customers all in one initiative. Theo can be contacted at

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