Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal.
By: Davidow, William H.
Contributor(s): Uttal, Bro.
Material type: BookPublisher: New York : HarperPerennial, 1990Description: xxii, 227 p. + pbk.ISBN: 0060920092 .Subject(s): Customer servicesDDC classification: 658.812Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
---|---|---|---|---|---|---|---|
General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00016780 |
Enhanced descriptions from Syndetics:
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
Includes bibliographical references and index.
The service crisis -- The ultimate weapon -- Setting the stage: Strategy -- Words into action: Leadership -- Performance on the line: People policies -- Service by design -- The backbone of service: Infrastructure -- Keeping track: Measurement -- Forging the ultimate weapon.
Table of contents provided by Syndetics
- Acknowledgments (p. xi)
- Introduction (p. xiii)
- 1 The Service Crisis (p. 1)
- 2 The Ultimate Weapon (p. 24)
- 3 Setting the Stage: Strategy (p. 47)
- 4 Words Into Action: Leadership (p. 85)
- 5 Performance on the Line: People Policies (p. 109)
- 6 Service by Design (p. 135)
- 7 The Backbone of Service: Infrastructure (p. 156)
- 8 Keeping Track: Measurement (p. 185)
- 9 Forging the Ultimate Weapon (p. 206)
- Index (p. 219)