by Susan Miller, August, 2009

With everything else being the same, customers still prefer to patronize businesses that serve them exceptionally well.  Therefore, it is important for businesses to continuously recruit, orient, and train a team of service superstars to provide consistently, memorable service.  In Engaging Service: 22 Ways to Become a Service Superstar, Bryan K. Williams describes 22 ways for businesses to create a culture of service excellence. Bryan is a customer service trainer, consultant, and author, who has coached companies throughout the world.  He is the former corporate director of training and organizational effectiveness for The Ritz-Carlton Hotel Company.
 
Each of the 22 chapters contains best practices, tools, and vivid examples to help organizations serve their customers better. Key features of this book are the 22 activities that were developed to reinforce the book’s learning points. Each chapter ends with a specific activity to further emphasize and sustain every chapter’s key message. From service-assessments to role-plays, the exercises at the end of each chapter are ideal for self-reflection, group discussions, and ad-hoc training sessions.
 
Chapter topics include: The Double-Platinum Rule, Service Touchpoints, and Hiring & Engaging a World-Class Team. The 115-page book is ideal for anyone who is committed to providing consistently memorable service to their customers.
 
The central theme of Engaging Service: 22 Ways to Become a Service Superstar can be described with this quote from Bryan; “To engage means to connect with your customer in a memorable way. It goes beyond just performing service steps…it’s about creating a total experience that will always be cherished”.

Bryan Williams' insight and passion for service is undeniable. But the value lies in his ability to provide a clear roadmap for organizations to move toward providing world-class service on a consistent basis.

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About Susan Miller
Susan is the Director, Cunningham Sales Institute, Cunningham Center forLeadership Development at Columbus State University in Columbus, Georgia. Susan joined the University System of Georgia in 1999 and most recently served as Area Director of the University of Georgia Small Business Development Center. She currently writes a weekly business column for the Columbus Ledger-Enquirer, a McClatchy Publication, and is a three-time national winner of the “Best in Business” Award from the Society of American Business Editors and Writers.