#CustServ The Customer Service Culture: Improving the Customer's Experience and Yours - Paperback

by Dennis E. Gilbert (Author)

One customer buys based on price, another buys based on value. Only one of them will be loyal. Creating an exceptional customer experience is about culture, it is not about a department. Customer service has never been more important and the expectations never more profound. When the customer experience is what drives processes and procedures, and sets the values and standards of delivery by systems and people, the organization will thrive. This powerful thought-provoking resource will help you improve your customer's experience and yours.

Author Biography

Dennis E. Gilbert is a proven leadership, generations, and customer service expert who has helped hundreds of organizations and thousands of individuals and teams transition forward to achieve higher levels of business and organizational success. Dennis consistently receives the highest ratings from corporate training events and keynote speeches and he is hired again and again by clients because of his unique ability to present what is often complex and challenging material with a breakthrough style that is deeply rooted in his real world experiences. His business expertise not only includes his 10+ year success story as a business consultant, speaker, and corporate trainer, but also includes executive management success in the technology sector, having led a business unit to achieve annual sales in excess of $34 million. Dennis has also worked in academia, serving as the managing director of a business unit that provided workforce training and continuing education for both individuals and entire organizations. As an author Dennis has published five books and contributed to works in eight other books published by Pfeiffer. His two most recent books, #CustServ The Customer Service Culture and Forgotten Respect, Navigating a Multigenerational Workforce, are popular with his clients and are often used as tools for personal and professional development. He has obtained the highly coveted status of Certified Speaking Professional (CSP) with the National Speaker Association. Fewer than 12% of the 5,000+ speakers of the 13 associations affiliated with the Global Speakers Federation currently hold this honor. This prestigious certification includes verification of performance data for speaking events and revenues, as well as client evaluations and a peer team review. Dennis is an alumnus of the Pennsylvania State University and Pennsylvania College of Technology. He holds a Master of Science degree in Workforce Education and Development from Penn State. Dennis has dual degrees from Penn College with a Bachelor of Science degree in Technology Management and an Associate degree in Computer Science. His extensive background is the culmination of more than 30 years of business and educational expertise. Dennis is the President of Appreciative Strategies, LLC, a business he founded in 2006, which he took from an aspiring challenge to a successful reality.