How You Do... What You Do: Create Service Excellence That Wins Clients For Life

by Bob Livingston, David Calhoun (Foreword by)

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or your organization do not consistently satisfy and surpass their expectations, your clients will take their buying power elsewhere. It's that simple. But by establishing service excellence as your top strategic and cultural priority, you will foster the strong relationships needed to win--and retain--loyal clients. In this breakthrough book, customer service expert Bob Livingston gives you practical tools for transforming your approach to serving clients by strengthening “how you do what you do.” Whether you're a business leader, a client service executive, a sales manager, or an individual, you can differentiate yourself from competition by adopting Livingston's simple yet proven roadmap for achieving Service Excellence. In How You Do . . . What You Do , Livingston imparts a clear, step-by-step blueprint for transforming your culture, attitudes, and behaviors by illustrating how

282 pages, Hardcover

First published January 1, 2008