Exceeding Expectations. Outstanding Stories of Genuine Service

This book is for everyone who wants to inspire employees to do more than just the minimum—and to make their service truly customer-oriented. Inside, you’ll find 68 real stories from different business industries about successful implementation of genuine service, and you’ll learn how to turn ordinary performers into heroes.

68 real stories from different business industries about successfully implementing genuine service—from the most in-demand expert in creating customer-focused teams in Russia.

Maxim Nedyakin is the author of the concept and the eponymous bestseller “Genuine Service.” Former co-owner of the SPAR retail chain, director of the consulting company “Strategic Solutions,” and owner of a chain of candy and confectionery stores.

Maxim collected more than 15,000 stories, choosing the best examples of genuine service. They prove that you can’t force employees, through directives, to do more than enough and to show care and attention to clients. That has to be their personal choice.

You’ll learn how to:

— create and implement genuine service;

— turn ordinary performers into heroes;

— define a company’s coordinates and principles.