The Heart of Customer Care
Service as Character, Culture and Competitive Advantage
Paperback · eBook
Why I Wrote This Book
Because organisations keep training the frontline while leaving untouched the culture that shapes them.
Written for organisations that have trained their staff repeatedly and still receive complaints, this book locates the real problem: service behaviour follows culture, and culture follows leadership.
The Heart of Customer Care is a practical treatment of service for organisations that want more than a friendly greeting.
Master Chimbala begins with a diagnosis: most service failures are not knowledge failures. Staff usually know what they should do. What is missing is a culture that makes the right behaviour normal under pressure — when the queue is long, the system is down, and the customer is angry.
From there the book builds a working model of service: the promise an organisation makes, the moments where that promise is tested, the internal service between colleagues that determines external service to customers, and the leadership behaviour that either protects or quietly cancels the standard. Chapters on recovery, complaints, dignity and difficult customers give teams language they can use the same day.
The book closes with a practical service audit that any organisation can run on itself.
- Executives
- Managers
- Frontline Teams
- Trainers
- Public Institutions
- Small Business Owners
- Why service failures are usually culture failures, not knowledge failures
- How to define a service promise your organisation can actually keep
- The link between internal service and external customer experience
- A practical approach to complaints, recovery and difficult customers
- How to audit and sustain service standards over time
- Publisher
- Dynamic Masterpiece
- Language
- English
- Publication Format
- Paperback · eBook
- Book Size
- A5
- Pages
- 184 Pages
- Reading Time
- 4.5 hours (approx.)
- Publication Status
- Published
A selected excerpt from this book will be published here soon.
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