Donnelly, James H. <br/><br/>
Close to the customer :  25 management tips from the other side of the counter / 
James H. Donnelly. 
 - Homewood, IL :  Business One Irwin,  1992. 
 - x, 214 p. ;  21 cm. +  hbk. 
<br/><br/>Includes bibliographical references. 
<br/><br/>Part I: What customers know about customer satisfaction -- You can't write on the Charmin -- You can care enough to send some soap -- Never keep a secret -- Hand-offs only work in football -- We may not get what we deserve, but we always get what we expect -- Sometimes service means having to say You're sorry -- It's not our job -- The best can be the worst -- There is a point of no return -- To have the winning hand in a losing game -- Part II: What customers know about managing people -- Beware of employees doing their work -- Care for more than your customers -- The medicine man is a manager -- We don't know what it is, but we love it when we get it -- Everybody wants to be somebody -- The people who write the ads don't have to meet the customers -- Feelings always influence feelings -- Managing the "A" people -- Part III: What customers know about leadership -- There are some things you can't give at the office -- Leaders must manage and managers must lead -- Leaders have size, speed, quickness, good hands and the ability to see the whole floor -- Technology gives but it also takes away -- Sometimes nothing changes but the leaves on the trees -- Management and leadership do make a difference -- The game is never over. 
<br/><br/><label>ISBN: </label>1556235690 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management.<br/>Consumer satisfaction.<br/>Supervision of employees.<br/>Leadership
<br/><br/><label>Dewey Class. No.: </label>658.812