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is a powerful blueprint for outperforming the competition by building a culture of remarkable customer service. Dr. Willbur provides tools for assessing your current customer service culture and then lays out practical and proven tactics and strategies for producing the results you need to enliven your staff and ramp up your business. It is written in an innovative story format detailing the challenges facing a new leader faced with a big challenge that could cost him and his people jobs, and result in the closure of Grand Hotel once known for remarkable customer service. Step-by-step, the story reveals the proven strategy of creating a resilient and resourceful team of customer service fanatics. Along the way, there are humorous and extraordinary insights from a very surprising consulting team.
Dr. Jerry Willbur has consulted nationally and internationally with large multi-billion dollar organizations such as S.C. Johnson, the ServiceMaster Company, Fujitsu I.T. Consulting, etc. and has also created and led several successful startups in the healthcare and high tech fields. He is an award-winning, internationally known researcher and implementer with a well earned reputation as a culture doctor.
This product was added to our catalog on Monday 21 February, 2011.
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