The Six Principles of Service Excellence

A Proven Strategy for Driving World-Class Employee Performance and Elevating the Customer Experience from Average to Extraordinary

by Theo Gilbert-Jamison



Book Details

Language : English
Publication Date : 8/9/2005

Format : Softcover
Dimensions : 6x9
Page Count : 160
ISBN : 9781420856309
Format : Hardcover
Dimensions : 6x9
Page Count : 160
ISBN : 9781420856316
Format : E-Book
Dimensions : N/A
Page Count : 160
ISBN : 9781456720698

About the Book

In reading this book, you will find that The Six Principles of Service Excellence IS:

          A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence.

          More than a theory or concept.  It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders.


You will further come to realize that The Six Principles of Service Excellence IS NOT:

          A quick-fix.  It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day.

          For everyone, nor every organization.  Without 100% commitment and involvement from senior leadership, it will not thrive.

          A superficial, Pep Rally.  It is about making sound decisions and implementing interventions that will create lasting results.

About the Author

Theo Gilbert-Jamison is considered a leading expert, strategist and keynote speaker on the topic of service excellence.  As Chief Executive Officer of Performance Solutions by Design, a service and performance excellence consulting firm based on Atlanta, Georgia, Theo is the creative force behind The Six Principles of Service Excellence a concept which is widely accepted and practiced by organizations within the United States and abroad. 


Prior to launching Performance Solutions by Design, Theo was Vice President of Training and Organizational Effectiveness for The Ritz-Carlton Hotel Company, L.L.C.  During a 17-year career with The Ritz-Carlton she oversaw the daily operations of The Ritz-Carlton Leadership Center and the company’s worldwide training and development initiatives.


Now a dynamic full-time keynote speaker, executive coach and performance consultant, Theo is dedicated to helping organizations work through The Six Principles to create a sound service philosophy (through their vision, mission and service standards) and implementing effective interventions to close service gaps that ultimately impede customer loyalty and profitability.  The Six Principles of Service Excellence is a simple, yet comprehensive approach to effectively improving the work environment, employee performance and the service experience for your customers all in one initiative.  Theo can be contacted at