>The second edition of my book, Unleashing Excellence: The Complete Guide to Ultimate Customer Service, co-authored with Dennis Snow was recently released. You can find it in bookstores or at http://www.amazon.com/ and http://www.barnesandnoble.com/.

We believe this book will help speed your journey to service excellence as it offers additional tools and approaches developed since its original release in 2003. We’ve included best practices from many organizations who have successfully implemented the Unleashing Excellence approach.

One of the book’s elements we’re most proud of is the ability for you to access downloads of the tools described throughout Unleashing Excellence. You can instantly customize the tools to your own operation.

Unleashing Excellence is a step-by-step guide that covers:

• The “DNA” of Service Excellence
• Creating a Service Improvement Team

• Developing Your Service “Non-negotiables”

• Communicating the Service Strategy to Your Team

• Service Training and Education

• Hiring for Service Excellence

• Developing Effective Service Measurements

• Recognition and Reward Systems

• Implementing a Service Obstacle System

• Building a Culture of Accountability

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