At a time when many organisations are focusing on how best to re-build themselves following a significant global economic downturn, excelling in customer service has never been more important. There is ample evidence that the organisations which achieve excellence in customer service also succeed in achieving superior business outcomes overall.
A focus on customer service throughout an organisation is essential for the successful implementation of any customer based programmes. Put simply, customer service needs commitment and dedication from all levels of management and staff if an organisation wishes to deliver a rewarding customer experience.
In his book Philip has successfully managed to translate his many years of experience in large organisations, as an executive manager responsible for creating and cultivating a culture of outstanding customer service, into an ‘easy to read’ guide on the key elements of customer service. He clearly demonstrates that the art of customer service is alive and well and increasingly important in a competitive marketplace.
I strongly recommend this book as a key tool for any organisation which is seeking to enhance the quality and delivery of its customer service. I am confident that, by using this book and its concepts, significant improvements in all forms of customer service can be achieved.
- Julia Fellows (HR Consultant to Major Australian Companies)
Philip Thow retired in 2005 after over 40 years in the hospitality, travel & tourism industries. He now lives with his wife Tina in Noosa Heads, QLD where he dedicates much of his time as a volunteer and regional advisory board member for the House With No Steps (HWNS). The HWNS is a registered charity that provides support, training and opportunities for people of post school age with disabilities and derives most of its income from the running of successful businesses. Philip hopes by launching this book he can allocate a portion of the profits to the HWNS. During his career, Philip held a variety of senior management positions in Qantas Airways Ltd, Sydney/London, LSG Sky Chefs, Hong Kong, and Burswood International Resort Casino, Perth WA. All of the positions were customer service focussed and entailed the management of a large work force. He was recognised on many occasions for his management skills, his attention to detail and his innovative approach to customer service.