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Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization

Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization


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About the Book

Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer. A blueprint for building and mainting total organizational commitment to customer satisfaction. Real-world examples, important new data, surveys and studies offer an inside look at the training and management practices of seventeen companies noted for their superior service.

Table of Contents:
Part One: Service: The Real Business of Organizations 1. The Basics of Service Quality 2. Service Excellence from the Top Down 3. Customer Relations Mirror Employee Relations Part Two: Five Keys to Service Superiority 4. Create a Customer Focus Throughout the Organization 5. Establish Employee-Based Service Performance Standards 6. Measure Service Performance Against Superior Benchmarks 7. Recognize and Reward Exemplary Service Behavior 8. Maintain Enthusiasm, Consistency, and Predictability for the Customer Part Three: The Future of Service Quality 9. Scan Today's TrAnds to Envision Tomorrow's Service 10. Create Strategies for Continuously Improving Service Quality AppAndix: A. Resource Tool Kit

About the Author :
ROBERT L. DESATNICK is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago. DENIS H. DETZEL Robert L. Desatnick is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago.

Review :
Customer satisfaction is an abstract term, but failure to achieve it has very tangible consequences for a company. This book does a good job of providing very practical insights into how to achieve a customer-focused corporate culture.'' --John A. Young, former president and CEO, Hewlett-Packard Company Offers a how-to guide for managers who are serious about keeping the company's customers coming back for more.'' --John B. McCoy, chairman and CEO, Banc One Corporation


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Product Details
  • ISBN-13: 9781555424152
  • Publisher: John Wiley & Sons Inc
  • Publisher Imprint: Jossey-Bass Inc.,U.S.
  • Edition: Revised edition
  • Language: English
  • Sub Title: How to Achieve and Maintain Superior Customer Service Throughout the Organization
  • Width: 158 mm
  • ISBN-10: 1555424155
  • Publisher Date: 28 May 1993
  • Binding: Hardback
  • Height: 236 mm
  • Returnable: N
  • Weight: 539 gr


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