Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization (Jossey Bass Business & Management Series)

Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.

ROBERT L. DESATNICK is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago. DENIS H. DETZEL Robert L. Desatnick is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago.