Offers a detailed program for improving customer service, tells how to identify and fix small sales problems, and shares stories of good and bad customer service

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This book is a pleasant surprise. What appears in the opening pages as a long promotional tract for a specific management program quickly transforms into a very practical and helpful guide for organizations to change from being market-driven to becoming customer-driven enterprises. The title is an acronym based upon what Goldzimer calls the "seven crucial principles of customer service: integration, mission, feedback, interviewing, reward, support, and training." These principles are thoroughly discussed in separate chapters, and specific suggestions on how they can be implemented are given. Effort has been made to make the concepts practical in both the private and public sectors. This deserves to be read by a wide audience and is highly recommended.
- Robert Logsdon, Indiana State Lib., Indianapolis
Copyright 1989 Reed Business Information, Inc.

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