ISBN: 1-887570-10-1
72 pages softbound
5” x 7¼”
$9.95
See volume discount
options below.
World-Class Customer Service — 7 Steps to Service They'll Remember
By James R. Ball and Jennifer A. Kuchta
This is an inspiring little book for motivating employees, guiding them to success, and helping them provide service that truly is world-class.
The book summarizes 7 Steps to Service They’ll Remember. Each step is explained, Do’s and Don’t's are provided, and short stories illustrate how the steps are applied. Includes a Customer Bill of Rights.
This book will:
- Motivate individuals to be positive about providing world-class service
- Inspire associates to appreciate customers
- Improve customer service
- Bring customers back
- Make customers loyal advocates for life
- Improve morale
- Instill a service attitude
- Improve teamwork
- Make it more fun and rewarding to serve customers
Buy this book -- see below to order
These links are to additional content below.
Book Highlights and Background
Table of Contents
5 BIG Benefits for Your Organization
Customer Examples and What Clients Say
About the Authors
Teach-It-Yourself Resources on the Contents of this Book
Book Highlights and Background
World-Class Customer Service presents a framework of 7 Steps to Service They'll Remember plus a Customer Bill of Rights along with bulleted lists of suggested Dos and Don'ts throughout.
World-Class Customer Service was written by James R. Ball and Jennifer A. Kuchta of The Goals Institute in 2001. This book was been revised and updated 2008 to include more examples and tips that we identified during our seminars.
Also see the
Table of Contents
below
Here is the Book at a Glance
- Short, simple, and easy to read and apply, 72 pages
- Inspires treating customers with respect and taking steps to serve them in a world-class manner
- Explains the importance of customers and what "world-class" service means
- Describes the benefits for individuals and organizations of providing word-class service
- Presents a framework of 7 Steps for creating a systematic and effective approach for improving customer service
- Includes bulleted lists of suggested Dos and Don'ts describing what to do and not do to treat customers in a world-class manner
- Provides a 10 Point Customer Bill of Rights along with explanations of what those rights mean and what should or should not be done to provide each right
- In use at hundreds of premier organizations; thousands of individual users and tens of thousands of customers have benefited from the concepts, inspiration, and messages in this book
Publishing Information
- World-Class Customer Service: 7 Steps to Service They'll Remember
- ISBN: 1-877570-10-1; 72 pages 5" by 7¼" softbound
- Written by James R. Ball and Jennifer A. Kuchta
- Published by The Goals Institute in 2001, revised and updated 2008
Keep It Simple for Success® books - K.I.S.S. Books
This book is one of the books in our Keep It Simple for Success® series. These books are short, effective tools that provide excellent content and plenty of useful tips and ideas in the forms of specific Dos and Don'ts that people can quickly understand put to work right away.
World-Class Customer Service
Table of Contents
World-Class Customer Service provides a simple, easy to understand framework for motivating people to appreciate customers and provide excellent service. In addition the book provides specific tips in the forms of Dos and Don'ts and a Customer Bill of Rights, with each right explained and illustrated.
Table of Contents
You Make a Difference!
- Adopt a Serving Mentality
- Adopt a World-Class Approach
- Be Fun to Do Business With
- Think Speed and Accuracy
- Do Something Extra
- Improve Continually
- Use a Total Team Approach
- 10 Universal Customer Rights are listed and described in
- Bulleted lists of Dos and Don'ts provided for each Customer Right
5 BIG Benefits for Your Organization
- Improved service: Enjoy immediate improvement in the quality and speed of service that your organization provides.
- More sales: Obtain more business and greater loyalty from existing customers.
- Loyal customers: Make your current customers active advocates who help you attract new customers by spreading the word about your organization.
- Attitude: Energize associates with a serving mentality so they serve customers willingly and enthusiastically.
- Profits: Reduced the time and costs required to serve customers well.
Customer Examples and What Clients Say
A few examples of customers that have purchased and used World-Class Customer Service in large quantities are: Des Moines Water Works, Domino's Pizza, Fed Comp, Freddie Mac, Gettysburg College, Horace Mann Companies, Internal Revenue Service, Marriott, McDonald's, National Association of Securities Dealers, Pennsylvania Lumberman’s Insurance, Property Managers Association, Southern Management Corporation, US Food and Drug Administration, US Department of Health and Human Services. and Verizon.
What Clients say about World-Class Customer Service and the related seminar
“You have inspired our Client Services Leadership Team to a new level. Since we began your program, our service results have improved dramatically. What were once complaint calls are now calls to praise our employees.”
—Horace Mann Service Corp.
"Honestly, this was, by far, the best customer service training I've attended during my entire Federal career (19 years)!"
—FDA
“I cannot begin to express how much your customer service book and program is appreciated by our team leaders. Your concepts touch on so many areas our team leaders need to hear and reinforce that the power is in their hands already; they just need to take take action."
—Domino’s Pizza
About the Authors
James R. Ball, Jim to everyone, is president and CEO of The Goals Institute. Jim co-founded The Goals Institute to help businesses and organizations achieve their potential through goal achievement. Jim previously was co-founder and CEO of Venture America, a venture capital firm, and before that he was a Managing Partner at Arthur Andersen. Jim has been an adjunct faculty member at George Mason University and he has provided keynotes and executive seminars for hundreds of organizations.
Jim previously was co-founder and CEO of Venture America, a venture capital firm that helped launch and develop twenty companies, including The Discovery Channel.
Before that, he was a managing partner at Arthur Andersen in charge of an office that served rapid growth technology companies. Jim also was in charge of the training and professional development programs for Andersen's staff associates and managers in the Washington, DC area.
Jim has been an adjunct faculty member at George Mason University where he co-founded GMU’s Entrepreneurial Institute, Inc. Jim has a degree in accounting and is a member of many professional organizations.
Jennifer Kuchta (cook-ta) is Vice President and Publisher of The Goals Institute. Jennifer is an author and co-creator of our learning programs and tools. She oversees customer service, our website, and all aspects of the editing, publishing, and production side of our business. Jennifer previously was in charge of administration at Venture America and before that she was a marketing support specialists for fine arts. Jennifer graduated from Michigan Technological University with a degree in Accounting.
The Goals Institute has many clients in many industries. See the About Us section of the web site of The Goals Institute for an illustrative listing of clients and for comments from clients on programs provided. Jim and Jennifer are the authors of the books below. For more information on these books, please visit our Bookstore.
Books in the Keep It Simple for Success® series
- Professionalism Is for Everyone
- ABCs for Life
- It’s About TIME!
- The Anacondas in Life
- World-Class Customer Service.
Other books:
- GOALS: Wisdom, Insights, and Strategies
- Soar . . . If You Dare
- DNA Leadership through Goal-Driven Management
- The Entrepreneur’s Tool Kit
- 10 Best Tips for Closing the Sale
- 10 Best Tips for Getting a Job (scheduled for 2Q 2009)
Order online here.
World-Class Customer Service
7 Steps to Service They'll Remember
Online Book Ordering Information and Volume Discounts: To order the book online, click the appropriate 'buy button' below. To order by phone, please call us at 703-264-2000.Buy 1 to 9 books @ $9.95 eachBuy 10 to 99 books @ $8.45 each; save $1.50 (15%) per bookBuy 100 books @ $6.95 each; save $3.00 (30%) per book
Special Offer - Purchase a sampler of 5 KISS Book titles for $38.75 - save 30%
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Purchasing in Volume
We offer additional discounts for schools, colleges, and charitable organizations that are purchasing 100 or more books. Please email or call us at the number at the bottom of this page for a 100+ book price quote for schools, colleges, and charities.
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