<p>What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization&rsquo;s enduring success than a solid, well-planned and executed customer service strategy&mdash;a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are <em>all</em> in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence.</p><p><em>Managing Service Excellence</em> is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service&mdash;from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers <em>really</em> want and need, what drives their individual behavior, and how to best customize our service approach accordingly.</p><p>In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, &ldquo;If you build it, they will come&rdquo; may work in the movies, but in real life, success requires a consistent effort in the field of customer service. <em>Managing Service Excellence </em>provides the keys.</p>