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Bibliographic Details

Title: Total Customer Satisfaction: A Strategic Approach (Financial Times Series)
Publisher: Financial Times/ Prentice Hall 22/05/1992
Publication Date: 1992
Language: English
ISBN 10: 0273034472
ISBN 13: 9780273034476
Binding: Soft cover
Condition: Very Good

About this title

Synopsis

This book, based on research carried out by the authors, provides a balance of practical information on devising service strategies with research narrative. The book is based on the activities of 50 European companies with an excellent reputation for customer service. It offers methodology for measuring the level of customer service and strategies for implementing and maintaining good service. This book goes right into the heart of some of Europe's top companies in service quality and examines what they do that earns them their reputation for top quality service. Their operations are described from a holistic point of view - the book talks about their service strategies, their service strengths, their management methods. It shows how they motivate middle management and frontline staff to go "all out" for the customer and show sthe difference between top managers who manage for top quality service and the rest. It gives tips on exactly how to measure and monitor the tangible and intangible in customer service and discusses the impact which corporate culture and philosophy have on achieving good custoemr service.

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