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

Davidow, William H.; Uttal, Bro

3.53 out of 5 stars

19 ratings by Goodreads

ISBN 10: 0060161809 ISBN 13: 9780060161804

Published by HarperTrade, New York, NY, U.S.A., 1989

Language: English

Condition: Used - Very good Hardcover

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Publisher: Harper & Row, Publishers, 1989, V.Good, HB, ISBN: 0-06-016180-9.

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Bibliographic Details

Title

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

Publisher

HarperTrade, New York, NY, U.S.A.

Publication Date

1989

Language

English

ISBN 10

0060161809

ISBN 13

9780060161804

Binding

Hardcover

Condition

Very Good

Book Type

Book

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About this title

Synopsis

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

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.

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