Service Excellence, Service Excellence Framework and Customer Service Skills

. The book entitled Service Excellence , Service Excellence Framework and Customer Service Skills came into existence as result of the fact that the author designs courses and develops contents and speaks on such module as Service Excellence, Basic Customer Service Skills, Customer Care etc. amongst other related courses for his Company ResourceHouse Ltd and he decided to develop Service Excellence into a book by integrating Service Excellence Framework, Service Excellence Model,...
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. The book entitled Service Excellence , Service Excellence Framework and Customer Service Skills came into existence as result of the fact that the author designs courses and develops contents and speaks on such module as Service Excellence, Basic Customer Service Skills, Customer Care etc. amongst other related courses for his Company ResourceHouse Ltd and he decided to develop Service Excellence into a book by integrating Service Excellence Framework, Service Excellence Model, Customer Service , Customer Care and Effective Leadership into the book.It is all encompassing and everybody that is working in an organization or running his or her own business will need to have a copy of the book so as to be grounded in service excellence and customer service skills .Service Excellence means exceeding customers' expectations and paying attention to detail." - Disney Institute. The Service Excellence Framework has been developed drawing from excellent organizations in the private sector - national and international. The principles and processes laid out in the Service Excellence Framework should support the objectives of providing quality service to people . The Service Excellence Framework identifies ways to improve the delivery of services in the private as well as the public sectors. The key elements of the Framework are to Build Commitment, Enhance Capacity, Measure Effectively, and Communicate Effectively at every stage of the Service Excellence planning process. The key to Service Excellence is not only focusing on what services we provide, but how we deliver them. Customer Service is a series of activities designed to enhance the level of customer satisfaction- that is, the feeling that a product or service has met the customer expectation. For the Institute of Customer Service, "it is the sum total of what an organization does to meet customer expectation and produce customer satisfaction. Customer Care should be taken seriously by workers in different business organizations. This is because without customers organizations will cease to exist.In marketing parlance customer is viewed as a king. Without proper customer care an organization will experience little or no patronage by customers/clients .Caring about your customers and showing it through your service gives you a high return on the time, effort and money you invest. Loyal customers are well worth nurturing. They buy more, more regularly. In any journey, you have to start from somewhere and you have to know where you are going. In this book we will show details of circle of steps you can take to implement Service Excellence in your organization whether through developing a Service Excellence Team, establishing service standards or evaluating your Service Excellence Strategy. The purpose of the Service Excellence Model is to assist organizations to continuously build upon previous service improvement initiatives. We work in an environment where we always have to be ready to make changes and where we are always evaluating our actions. Therefore, the main premise of the model is continuous improvement and is designed in a cyclical manner to complement a dynamic work environment.

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