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Unleashing Excellence: The Complete Guide to Ultimate Customer Service
by Dennis Snow, Teri Yanovitch
from DC Press
Customer Reviews:
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Avg. Customer Rating: 5.0 / 5.0 
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Excellent - very practical and no nonsense approach
There are many research articles and books out there that talk a lot about customer service and experience concepts. But nothing provides a practical and pragmatic approach to implementation. It is a must for any company that is serious about customer service.
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what customer service is all about
This book helps you to remember what customer service in any field is suppose to be and how to achieve customer service excellence. A must have book in your personal as well as business library.
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Disney Best Practices Translated for Real Results
Dennis Snow is brilliant. His contribution at The Walt Disney World Co. was truly incredible. I had the honor of being taught by Dennis while I was working at Walt Disney World myself. Dennis has translated the genius of Disney into practical, actionable strategies for almost any company. Dennis offers his wisdom through multiple stories from a variety of industries and companies. This is a "Best of the Best" book on service culture and delivery!
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This is a standout book! 
As the title Unleashing Excellence suggests, this book is directed at senior executives. It starts with the premise that customer service is a corporate strategy (just as technical competence is) and needs to be cultivated from the top.
Companies that build customer service as a vital part of their business model also build customer loyalty and strengthen their bottom lines. Those that don't, end up limiting their potential in the marketplace. The first chapter develops a framework to understand the... more info
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