The Brilliant Service Professional: Building Trust, Creating Value, Having Fun

Senior managers from all types of businesses across all industries are discovering that one role takes the spotlight in deepening relationships with key customers. Whatever title individuals in that position are given--field service technician, support engineer, implementation consultant, services account manager, resident engineer, technical account manager--no one has more potential impact on the success of the company and its customers than the service professional...no one. High-performing service pros are where the action is, orchestrating superb customer experiences, proactively preventing problems before they occur, and leveraging their relationships to rock out customers and lock out the competition. They deliver the results customers crave and executives yearn for, while building brand and having fun. Designed for anyone in service who touches the customer, The Brilliant Service Professional uncovers the competencies, tools, and behaviors that enable service pros in any industry to shine as the new corporate rock star.