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Service Excellence = Reputation = Profit (2001)

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Companies that are regarded as ‘being easy to do business with’ are more likely to achieve bottom line benefits than organisations that do not have this reputation.

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Description

Published 2001. Professor Robert Johnson, University of Warwick.

The report finds that companies regarded as ‘being easy to do business with’ are more likely to achieve bottom line benefits than organisations that do not have such a reputation.

The report offers new insights into how organisations provide customer service excellence including developing a particular service personality or style; the need for ‘adult’ relationships between managers and staff; top to bottom training; and the way organisations can achieve both consistency of service and a flexible approach.

Professor Johnston has written a follow-up report to this research called Delivering Service Excellence: The view from the front-line and it is strongly suggested that the two reports are read together.

It was sponsored by Britannic Assurance, FirstGroup, Lloyds TSB, RAC and Vodafone.

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