The A-Z of Service Excellence
The Essential Guide to Becoming a Customer Service Professional
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The A-Z of Service Excellence: This comprehensive guide equips all school staff with the skills and strategies they need to thrive in their fast-paced roles. From face-to-face interactions to phone calls, you'll learn how to:
- Communicate Confidently: Master the art of respectful and effective communication with everyone you encounter, regardless of background.
- Manage Stress Effectively: Learn techniques to identify and manage your stress levels, promoting well-being and a positive attitude.
- Reignite Your Passion: Discover ways to refresh your approach to customer service and ensure exceptional service all year long.
- Cultivate Teamwork: Foster a collaborative spirit within your team, working together seamlessly to achieve shared goals.
It created a lot of discussion, and I was really pleased how the team worked together.
I run fortnightly ES meetings, mostly admin and there are 6 of us. Each fortnight we decide on a chapter to read in the book. Our last meeting focused on C for Communication and Defining Service Excellence. It created a lot of discussion, and I was really pleased how the team worked together
Sharon Fahey
Business Manager, Woodmans Hill Secondary College
...the content applies to us, what they believe we do well and what we might do to improve as a team.
Before our administration team meetings, each member selects to read a Chapter from Cate Schreck’s book “The A – Z of Service Excellence”. At the following meeting that person presents on how the content applies to us, what they believe we do well and what we might do to improve as a team. The chapters provide great discussion. This week we did Chapter Z for Zen – it was such a great way to start the term.
Kerri McCluskey
Business Manager, Bellarine Secondary College
Download the free chapter!
Every Member of Your School Community Contributes to Success
In today's school environment, fostering a positive and collaborative atmosphere is key. Every staff member, from teachers and administrators to support staff, plays a vital role in serving not only students but also families, colleagues, and the wider community.
This book is for everyone who wants to make a difference.
This book equips all school staff with the essential skills and knowledge to excel in their service roles. Whether they're new to the school or seasoned veterans, they'll gain valuable insights into:
- Deliver exceptional service: Learn strategies to consistently exceed expectations for students, families, and colleagues.
- Build strong relationships: Discover techniques for effective communication and collaboration across the school community.
- Promote a positive climate: Develop tools to manage stress, foster teamwork, and create a welcoming environment for everyone.
Transform Your School Culture
By empowering all staff to excel in service, you'll cultivate a thriving school community where everyone feels valued, respected, and supported. This, in turn, leads to:
- Increased student engagement and success
- Stronger relationships with families and the community
- Improved staff morale and retention
Cate Schreck
Not just a Service Excellence and Teamwork Specialist, Cate is also the proud author of “The A – Z of Service Excellence,”
This book is a ‘go-to’ resource for all school staff and is on the shelves of many School Libraries! Cate’s qualifications include Business (Frontline Management) and Training and Assessment but it’s her 30+ years of working in and managing and training staff in finance, retail, employment and training industries that make her a highly sought-after trainer and speaker on all things teamwork and service excellence.
Want 5 or more copies? Contact us for a discount.
A hugely valuable book, wonderfully thought out and written and hugely practical.
An excellent guide to not just meeting expectations but exceeding them, regardless of the business you are in. A hugely valuable book, wonderfully thought out and written and hugely practical.
Andrew Griffiths
Business Expert and Author
I keep Cate’s book in my top drawer and used it today when I had to handle an angry parent.
I keep Cate’s book in my top drawer and used it today when I had to handle an angry parent. Chapter H – Handling Complaints and V – Venting were just what I needed.
Business Manager
Finally a resource I can give my team that is written by someone who understands their challenges
Finally a resource I can give my team that is written by someone who understands their challenges and is passionate about their job satisfaction.
