Total Customer Service The Ultimate Weapon

Perennial (Harpercollins). Very Good with no dust jacket. 1990. Paperback. 0060920092 . 0.65 x 8.02 x 5.29 Inches; 256 pages; Customer Service: The Competitive Weapon for the 1990sDemand 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. <I>Total Customer Service</I> 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&#8226; Devise a service strategy&#8226; Get top managers to behave like customer service fanatics&#8226; Concentrate on motivating and training employees&#8226; Design products and services that make good customer service possible&#8226; Invest in service infrastructure&#8226; Monitor achievement of customer service goals .