MTU Cork Library Catalogue

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Total customer service : the ultimate weapon / William H. Davidow and Bro Uttal.

By: Davidow, William H.
Contributor(s): Uttal, Bro.
Material type: materialTypeLabelBookPublisher: New York : HarperPerennial, 1990Description: xxii, 227 p. + pbk.ISBN: 0060920092 .Subject(s): Customer servicesDDC classification: 658.812
Contents:
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.
Holdings
Item 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
Total holds: 0

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)

Author notes provided by Syndetics

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 management. He coauthored this book while a member of the Board of Editors of Fortune magazine.

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