Five Steps to Five Stars: A Leader's Guide to Improving Customer Service

(Paperback)

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Five Steps to Five Stars focuses on the individual leadership steps necessary to achieve excellence in customer service. All the steps outline the required intentional and deliberate actions to succeed. Leaders who follow these steps will be able to improve their existing organizational policies by becoming better customer service focused leaders. Five Steps to Five Stars is a leader's guide to improving the overall customer service environment. In Step One, leaders will be challenged to conduct a true self-evaluation of their personal beliefs and skills when it comes to managing excellence in customer service. Step Two will motivate leaders to view the organization through the three different lenses of the customer service windowscustomer's view, the worker's view, and the leader's view. In Step Three, we continue to build leaders by discovering how to right their wrongs, and in Step Four, leaders will start the process of trying to close the customer service gap. Finally, in Step Five, leaders are asked to apply the 5-5-5 Rule to all areas of customer service in their organization. The steps will help leaders and managers build, promote, and create working environments which produce 5-Star customer service!

Author Bio

Alvin (Al) Blake has dedicated the past thirty-four years of his life serving the United States' government with excellence. He is a retired member from the United States Air Force with over twenty-nine years of active duty service. His final military assignment was as the United States Air Force, Headquarters Air Mobility Command, Security Forces Career Field Manager for over 3,200 active duty men and women. He currently continues to serve the United States' government as a federal employee working in the Chicago metropolitan area. He is a dynamic and powerful public speaker and motivator. He is a people-focused leader who believes that excellence in customer service is achievable and attainable if leaders are willing to undertake the necessary steps. He has captured his five leadership steps to improving customer service in his book. He focuses directly on the leader's individual actions necessary to achieve excellence in customer service. Leaders who follow these steps will be able to improve their existing organizational policies by becoming better customer service focused leaders. His book can help leaders and managers build, promote, and create working environments which produce 5-Star customer service!