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Bibliographic Details

Title: Total Customer Service : The Ultimate Weapon: a Six Point Plan for Giving Your Company The
Publisher: HarperCollins Publishers
Publication Date: 1990
Language: English
ISBN 10: 0060920092
ISBN 13: 9780060920098
Binding: Soft cover
Edition: Rep.
Condition: Good
Weight: 0.432 pounds

About this title

Synopsis

Customer Service: The Competitive Weapon for the 1990s

Demand for total customer service is rolling over business like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy. Total Customer Service shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in business wars.

The Six-Point Plan for Gaining the Competitive Edge

• Devise a service strategy: • Get top managers to behave like customer service fanatics
• Concentrate on motivating and training employees: • Design products and services that make good customer service possible
• Invest in service infrastructure: • Monitor achievement of customer service goals

About the Author

William H. Davidow (at right) is a general partner at Mohr, Davidow Ventures in Menlo Park, California. He has held senior marketing positions at Hewlett-Packard and Intel, and he is the author of Marketing High Technology. Bro Uttal (at left) is a consultant who focuses on problems of technology management. He coauthored this book while a member of the Board of Editors of Fortune magazine.

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Better World Books (https://www.BetterWorldBooks.com) is a for-profit, socially conscious business and a global online bookseller that collects and sells new and used books online, matching each purchase with a book donation. Each sale generates funds for literacy and education initiatives in the U.S., the UK, and around the world. Since its launch in 2003, Better World Books has raised $33 million for libraries and literacy, donated over 32 million books, and reused or recycled more than 397 million books.

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