Written by Alan Hale, CTC, President of Fairways Golf Vacations, this book provides anyone, but in particular managers, some practical methods and easily implemented ideas about how to improve customer service.
DUCS is an acronym for Deliver Ultimate Customer Service. The concepts were first used by Alan in his travel agency in Birmingham, Alabama. Using DUCS techniques, his company grew to be one of the largest privately-held travel agencies in the USA. Written in a parable format, the reader follows the progress of Laura, a new manager at a travel agency. Her goal is to improve customer service levels with her team. Laura’s unexpected mentor is an affable mallard duck by the name of Bob. She and Bob develop useful acronyms to focus her staff on improving their service levels and working as a team. In today’s environment where customer service can be an oxymoron,
DUCS is a great way to remember proven methods to focus all employees on delivering ultimate customer service!
Introduced by Horst Schulze, CEO of Capella Hotels, DUCS is a little book with big ideas that can transform your business.
TRAVEL INSTITUTE EXCLUSIVE: With your purchase, receive the companion workbook (a $5.95 value.)
Shipping for this item is included in the purchase price – and is shipped directly from the author.
NOTE: This item is non-refundable.