The Science of Service
The Proven Formula to Drive Customer Loyalty and Stand Out from the Crowd
Will be published approx. on 4. October 2018
Book
Hardback
978-1-989025-06-2 (ISBN)
Description
When it comes to customer satisfaction, consistency is king-not the customer.
While it's been proven that customer satisfaction can greatly impact many financial aspects of a business-from cash flow to profitability and share price-most companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME model-standing for Framework, Accountability, Moments, and Endurance-companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.
Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.
While it's been proven that customer satisfaction can greatly impact many financial aspects of a business-from cash flow to profitability and share price-most companies have not considered the science behind customer service or built a system for it. With Mark Colgate's FAME model-standing for Framework, Accountability, Moments, and Endurance-companies and organizations will be able to differentiate themselves, and create a unique approach that will communicate their service brand to their customers in a compelling, clear, and memorable manner.
Colgate's model demands effort, innovation, practice, and endurance, but it will also empower readers to distinguish their businesses among competitors, win over customers even when they're proving difficult, and help companies achieve service fame. Backed by case studies and scientific research, this book will help readers to understand the science, tools, and frameworks needed to create their own consistently high-calibre customer service for their organizations, boosting annual returns as a result.
Reviews / Votes
"The Science of Service is the ultimate guide to customer service. At TELUS International we've applied Mark Colgate's FAME model and it works (for example, we successfully use Colgate's coaching framework for all leaders). The book combines science, illustrative case studies, tools, and a framework that companies can easily apply to take their customer service from good-which isn't good enough-to great, positively impacting their bottom line."-Jeffrey D. Puritt, president and CEO of Telus International
"Mark Colgate has documented in his book, The Science of Service everything you need to know to move your organization from good to great and great to greater. At Disney we understand this well and that is why we are the number one vacation destination in the world. It's never too late to get better. Adopt the science of service and you will create Disney Magic for your customers too."
--Lee Cockerell, Executive Vice President (Retired and Inspired), Walt Disney World (R) Resort and Author of four best-selling books, Creating Magic, The Customer Rules, Time Management Magic, and Career Magic.
More details
Language
English
Place of publication
BC
Canada
Target group
Professional and scholarly
Interest Age: From 18 to 100 years
Product notice
sewn/stitched
Dimensions
Height: 229 mm
Width: 152 mm
ISBN-13
978-1-989025-06-2 (9781989025062)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Person
Mark Colgate is an award-winning Professor of Service Excellence at the University of Victoria, Gustavson School of Business. He is also a regular professor at the China European Business School in Shanghai, the leading business school in China, and has taught in Ireland, New Zealand, and Australia. Mark's primary research areas are service excellence and coaching and he's known for his passion for excellent customer service and his innovative teaching style. Mark has consulted for many service organizations including the Commonwealth Bank of Australia, TELUS, the Bank of Ireland, the Bank of New Zealand, Kiwi Experience, Sony, Toyota, Enerco and Whistler Blackcomb.