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William H. Davidow | Bro Uttal

Customer Service: The Competitive Weapon for the 1990sDemand 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

Idioma Inglés
Publicación (1990)
Editorial Harper Perennial
Categoría Economía y Derecho


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