Service Improvement Nuggets

SERVICE IMPROVEMENT NUGGETS

A Self-Help Resource

While service improvement is multi-faceted and expansive; users are increasingly demanding services that exceed expectations. Therefore, every employee needs effective tools for satisfying stakeholders i.e. workmates, bosses, supervisees, clients and others in the community. In this book, Joyce equips readers with 33 powerful nuggets for excelling in service delivery; backed with fictitious cases for comfortable, quick and easy learning. Topics include work-life balance, service etiquette, building your self-esteem, personal and team accountability, handling negative workplace gossip, customer service, workplace ethics, commitment, self-discipline, effective communication and others. The content targets employees in all public and private sectors. In addition, her book is an effective resource for trainers, consultants and others in the teaching profession; including coaching sessions by team leaders, managers and heads of departments, units or sections.

Words: 50,000 Pages: 152 Published: 2021

Price: UGX 50,000/-

(Excluding Postage/Delivery Charges)

Service Improvement Nuggets

A Self-Help Resource

SERVICE IMPROVEMENT NUGGETS

A Self-Help Resource

CONTENTS

WELCOME

PREFACE

HOW TO USE THIS BOOK

NUGGET 1

Hiring ‘Friends and Relatives’ Can Be A Liability Rather Than An Asset – Be Careful

NUGGET 2

﻿Customers Need to Know Who They Are Dealing With – Be Willing to Identify Yourself

NUGGET 3

‘All Work and No Play’ Makes You ‘Dull’ – Balance Your Work With The ‘Rest Of Life’

NUGGET 4

Your Work Desk is Not a Restaurant – Never Eat in the Presence of Customers

NUGGET 5

Some Criticisms Are Destructive - Identify Them And Ignore Them

NUGGET 6

Team Accountability Can ‘Make Or Break’ The Quality Of Your Service

NUGGET 7

Your Individual Contribution Is Critical to A Customer’s Service Experience

NUGGET 8

Do Not Let Your Inferiority Complex Be The Rope With Which to Hang Yourself – Overcome It

NUGGET 9

Your Work Place Is Not Your Bedroom – Never Dose In Public

NUGGET 10

Workplace Gossip Is Not Necessarily ‘Gospel Truth’ – Manage It

NUGGET 11

Work Satisfaction Is More Than ‘Salary’ – It Is A ‘Give and Take’ Relationship. Invest In It

NUGGET 12

‘Good Today…, Bad Tomorrow’ Is Unacceptable –You Must Be Consistent

NUGGET 13

NUGGET 14

‘Good’ Is Not Good Enough – Exceed Your Customers’ Expectations

NUGGET 15

Customers’ Likes and Dislikes Should Not Be A Guessing Game. Do Your Homework… Get The Facts!

NUGGET 16

Selling Your Personal Merchandise Behind the Boss' Back is a Conflict of Interest

NUGGET 17

Treating Symptoms Rather Than Root Causes Is A Waste Of Resources – The ‘Disease’ Will Recur

NUGGET 18

Using Company Assets For Personal Gain Is Theft – You Will Lose The Blessings Of ‘Life’

NUGGET 19

Switching Off Your Phone Can Cheat You Of An Opportunity – Always Be Reachable

NUGGET 20

Harsh Words Should Never Penetrate Your Emotions - It is Never Worth It

NUGGET 21

Say ‘No’ to Alcohol Before Alcohol Says ‘No’ to You – Be Disciplined

NUGGET 22

Mr. Paper Is Your Best Friend…, He Never Forgets - Always Take Notes!

NUGGET 23

Customers are Your Bosses – Greet them Before they Greet You

NUGGET 24

Careless Speech Can 'Finish You Off' - Guard Your Mouth

NUGGET 25

Smile at the Customer – It Is to Your Benefit

NUGGET 26

Disclosing Company Secrets Is ‘Shooting Yourself In The Foot’ – Be Discreet

NUGGET 27

Serving The Public Is A High and Noble Calling – Don’t Take It For Granted

NUGGET 28

Customers Expect Your Undivided Attention – Keep Alert

NUGGET 29

Displaying Bad Moods to Customers Is Unacceptable

NUGGET 30

Do You Know Your Customer?

NUGGET 31

Do Not Expect Your Boss to Discipline Your Body For You – Discipline Yourself

NUGGET 32

Going An Extra Mile Delights Customers – It Makes You The Employee Of Choice

NUGGET 33

Your Office Is Not A Fashion Show – Mind How You Dress!

TO GET YOUR COPY

Customers Need to Know Who They Are Dealing With – Be Willing to Identify Yourself