Total Customer Service: The Ultimate Weapon

Davidow, William H.; Uttal, Bro

ISBN 10: 0060920092 / ISBN 13: 9780060920098

Published by Harpercollins, 1990

About this Item

1990 HarperCollins first thus edition paperback; very good, appears unread, university stamp inside front cover; UK dealer, immediate dispatch.

Seller Inventory # 12966

Bibliographic Details

• Title: Total Customer Service: The Ultimate Weapon
• Publisher: Harpercollins
• Publication Date: 1990
• Language: English
• ISBN 10: 0060920092
• ISBN 13: 9780060920098
• Binding: Paperback
• Edition: 1st Edition Thus.
• Condition: Very Good
• Dust Jacket Condition: No Jacket

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.