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Total Customer Service: The Ultimate Weapon by William H. Davidow and Bro Uttal
Product Details
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 Serviceshows 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- Publisher : Harper Perennial
- Publication date : November 13, 1990
- Edition : First Edition
- Language : English
- Print length : 256 pages
- ISBN-10 : 0060920092
- ISBN-13 : 978-0060920098
- Item Weight : 6.4 ounces
- Dimensions : 5.31 x 0.55 x 8 inches