Deliver Excellent Customer Service With A SNAP
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Deliver Excellent Customer Service With A SNAP

A No Cost Way To Restore Full Service

About the Book

Customers are key to your business. This simple, yet powerful, technique will improve customer satisfaction, loyalty, employee engagement and bottom line profits. Best of all, it can be implemented and used right now. Plug and play. No cost. Yes, really, you can deliver excellent customer service with a snap.Grab this LeanPub version with bonus content.

About the Author

Philip Espinosa
Philip Espinosa

Philip Espinosa is an experienced executive with a track record of success in improving service levels, reducing operational overhead, cost savings and spearheading large-scale projects and programs. He has a special interest in helping teams achieve success. Key roles serving in the military, the public sector and in healthcare formed his approach to service and efficiency. He believes that excellent service starts with delivering outcomes the customer values and that intentional focus is the cornerstone of effectiveness. And, that professional competencies when used with purpose and intent, drive successful outcomes. You can find his books on Amazon and on Leanpub. You can find his human resource blogging at HRCSuite. You can visit his professional web site here. Philip's work is focused on delivering service to his customers. With a bachelor's degree in journalism and a master's degree in business, he has focused on connecting with customers in order to deliver value. He describes value as a result of partnering with people: People | Partnerships | Value. Over the course of a 25 year career, he has worked for The Library of Congress; with an agency providing communications support to the White House; and, with healthcare systems in Michigan, Pennsylvania and New Mexico. He is currently with a university in Michigan. In all roles, focusing on success has been a key driver to delivering outcomes valued by his customers.

Table of Contents

    • Coffee Cup Chat
  • Part One
    • Four Parts of SNAP
    • What Is SNAP?
    • Why SNAP?
    • Two Analogies
    • Have You Ever Wondered?
    • The Four Parts of SNAP
    • The Gap
    • Really, Is That All?
    • How SNAP Works
    • No Cost, Really?
  • Part Two
    • Putting It All Together
    • The Parts of SNAP
    • Status
    • Next Steps
    • Approximate Timeline
    • Planned Outcome
    • Complete SNAPs
  • Part Three
    • Beyond the Basics
    • Restoring Full Service
    • Assume Less & Real Time
    • Objections
    • Why I Love McDonalds
    • SNAP’ED
    • Reverse SNAP
    • Cautions
    • Mastery
    • SNAP Out of It
  • Part Four
    • Learning
    • Why Workshop?
    • Workshop Options
    • Workshop Rhythm
    • Quick Start
    • Measure Your Progress
    • 50 SNAPs
    • Key Concepts
  • Part Five
    • Closing
    • Stuck?
    • Summary
    • Books Referenced
  • Part Six
    • Bonus Content
    • 6 Steps to High Powered Customer Messages
    • Customers Want To Know What Is Going On
    • Excellent Customer Communication
    • Clarity: Thank You For Flying With Us
    • Your Success Is Your Customer’s Success
    • 5 Critical Ingredients for an Effective Customer Service Strategy
    • 4 Reasons To Deliver Excellent Customer Service
    • Avoid The Customer Service Black Hole of Death
  • Books by Philip Espinosa
    • Deliver Excellent Customer Service With A SNAP
    • Focus On Your Success
    • Writing On The Go With Scrivener
    • Writing With Scrivener and Leanpub
  • In Closing
    • Thank You
    • About the Author
    • Disclaimer

About the Publisher

This book is published on Leanpub by WBD Publishing

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