Cover -- Half Title -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- Preface -- Getting to the How of Service Delivery -- Overview of This Book -- Chapter 1: Defining Service Excellence -- Do Customer Service Concepts Apply to Higher Education? -- Starting the Service Excellence Journey -- Step 1: Identify Excellent Service Experiences -- Step 2: Define Excellent Service Delivery -- Step 3: Be Conscious of Bad Service Delivery -- Step 4: Your Department's Service Delivery -- Step 5: Your Service Delivery -- Defining Service Excellence Summary -- Chapter 1: Takeaways -- Chapter 2: External Customer Service -- The Three External Customer Profile Questions -- Step 1: Who Are They? -- Step 2: What Do They Want? -- Step 3: How Have They Changed? -- External Customer Service Summary -- Chapter 2: Takeaways -- Chapter 3: Internal Customer Service -- The Critical Role of Internal Customer Service -- The Three Internal Customer Service Profile Questions -- Step 1: Who Are They? -- Step 2: What Do They Want? -- Step 3: How Have They Changed? -- The Internal-External Customer Service Connection -- Internal Customer Service Summary -- Chapter 3: Takeaways -- Chapter 4: Cycle of Service Thinking -- Cycle of Service: A Brief History -- Moments of Truth -- Applying the Cycle of Service to Higher Education -- Setting a Service Standard -- Teamwork and Communication -- Cycles of Internal and External Customer Service -- Cycle of Service Thinking Summary -- Chapter 4: Takeaways -- Chapter 5: Customer Expectations -- The Four Customer Types -- The Loyal Customer -- The Status Quo Customer -- The Intrigued Customer -- The Disgruntled Customer -- Identifying Your Customers by Type -- Customer Expectations Summary -- Chapter 5: Takeaways -- Chapter 6: Creating a Culture of Service -- The Effects of Formal Structures on Service.

Physical Layout and Distance -- Work Processes and Service Delivery -- Work Process Design and Customer Service -- Creative Work Process Design -- Work Process Assessment -- Values and Beliefs -- Additional Pieces of the Service Culture Puzzle -- Language and Dress -- Routines, Customs, and Activities -- Organizational Climate -- Creating a Culture of Service Summary -- Chapter 6: Takeaways -- Chapter 7: Managerial Influence on Service Delivery -- Management Style and Customer Service -- Two Management Styles -- The Task-Centered Manager -- The People-Centered Manager -- Management Expectations and Service Delivery -- Star Employee -- Worker Bee Employee -- Problem Employee -- Misplaced Employee -- Assessing Your Performance and Potential -- Managerial Influence Summary -- Chapter 7: Takeaways -- Chapter 8: Achieving Service Excellence -- Service Excellence = Commitment + Attitude + Action -- Commitment -- Service Attitude -- Service Action -- Index.