Total Customer Service: The Ultimate Weapon : A Six Point Plan for Giving Your Business the Competitive Edge in the 1990's
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Language: English
Published by Harpercollins, 1989
- Hardcover
- Used
Seller: New Legacy Books, Annandale, NJ, U.S.A.New Legacy Books
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- Title
- Total Customer Service: The Ultimate Weapon : A Six Point Plan for Giving Your Business the Competitive Edge in the 1990's
- Author
- William H. Davidow,Bro Uttal
- Publisher
- Harpercollins
- Publication year
- 1989
- Condition
- Good
- Dust jacket
- Dust Jacket Included
- Binding
- hardcover
- Language
- English
- ISBN 10
- 0060161809
- ISBN 13
- 9780060161804
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
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Reviews
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.
- Robert Logsdon, Indiana State Lib., Indianapolis
Copyright 1989 Reed Business Information, Inc.
"About the title" may belong to another edition of this title.
New Legacy Books
Annandale, NJ, U.S.A.
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AbeBooks seller since March 3, 2017
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