Listen to this audiobook in full for free onhttps://hotaudiobook.comID: 206768Title: Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About ItAuthor: Jeff ToisterNarrator: Walter DixonFormat: UnabridgedLength: 05:41:00Language: EnglishRelease date: 10-12-12Publisher: Ascent AudioGenres: Business & Economics, Business DevelopmentSummary:Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company?Rather than offering another set of tactics for improving customer service, this audiobook takes a novel approach by rooting out the real reasons employees arent delivering the service they should. The results can be both surprising and illuminating, such as:Company culture doesnt always support service excellenceOver-emphasis on cost reduction often increases the cost of serviceEmployees are torn between doing the right thing for the customer and following policyPoor products and services can make helping the customer nearly impossibleEmployees interests often dont align with company goalsOnce core problems are identified, the audiobook offers corrective solutions, including redirecting coaching efforts, revisiting policies and procedures, clarifying roles and responsibilities, and more. Filled with inside stories from well-known organizations and the latest scientific research, Service Failure helps people overcome the obstacles preventing them from doing their very best.Contact: [email protected]

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