Cracking the Code of Service

by Mike Hunter

Mark Colgate, drawing from more than 20 years of experience teaching customer service courses, enlightens us that the age-old adage, “customer is king,” is actually incorrect. Colgate stresses that, instead, companies should pursue consistency to deliver the best service experience — for both customers and employees. Cracking the Code of Service is a book about the science, the systems and the discipline of great customer service. Businesses can differentiate themselves and their organization by implementing the scientifically driven F.A.M.E. model (Framework, Accountability, Moments and Endurance) to create their unique approach and communicate their service brand to their customers in a compelling, clear and memorable way.

Cracking the Code of Service: How to Elevate Your Employees and Customers Through World Class Service
Author: Mark Colgate
Publisher: Elevate
On shelves: 2/27/2018
256 pages

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