Total Customer Service: The Ultimate Weapon : A Six Point Plan for Giving Your Business the Competitive Edge in the 1990's

A marketing expert and a respected business journalist argue that excellence in customer service can provide the key to business access in the coming decade, and outline a comprehensive strategy to achieve customer service goals

Poor performance is becoming more of the norm in today's business environment. This book, to be serialized in the Harvard Business Review , examines this "service crisis" and offers explanations as to why it has developed and how organizations can change it. Six basic elements are presented which the authors feel are essential for improving customer services: strategy, leadership, personnel policies, design, infrastructure, and measurement. Individual chapters are devoted to each of these areas. Thoroughly researched and well written, this is similar in theme to Linda Silverman Goldzimer's I'm First: Your Customer's Message to You , with Gregory L. Beckman ( LJ 4/1/89). Recommended for most collections. Fortune and Macmillan Book Club alternates.
- Robert Logsdon, Indiana State Lib., Indianapolis
Copyright 1989 Reed Business Information, Inc.