Total Customer Service: The Ultimate WeaponA marketing expert and a respected business journalist argue that excellence in customer service can provide the key to business success in the coming decade, and outlines a comprehensive strategy to achieve it. |
From inside the book
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Page xviii
... creating a vast force of service technicians . Xerox repairmen would show up quickly to fix broken copiers , and they ... create more unhappy customers . Just try to get an Eastern Airlines worker to smile when customers are on the verge ...
... creating a vast force of service technicians . Xerox repairmen would show up quickly to fix broken copiers , and they ... create more unhappy customers . Just try to get an Eastern Airlines worker to smile when customers are on the verge ...
Page 59
... create the arbitrary rules that in turn create the ' hassle ' experienced in the large bank . " 10 Countless other small banks have prospered by following UNBT's strategy , from the Bank of Darien in Darien , Connecticut , which brags ...
... create the arbitrary rules that in turn create the ' hassle ' experienced in the large bank . " 10 Countless other small banks have prospered by following UNBT's strategy , from the Bank of Darien in Darien , Connecticut , which brags ...
Page 101
... create for customers . As Richard Normann has observed : " Climate is crucial , and climate must be pervasive ... Creating a positive climate for customer service means demon- strating concern for employees , enhancing their dignity ...
... create for customers . As Richard Normann has observed : " Climate is crucial , and climate must be pervasive ... Creating a positive climate for customer service means demon- strating concern for employees , enhancing their dignity ...
Contents
THE SERVICE CRISIS | 1 |
THE ULTIMATE WEAPON | 24 |
STRATEGY | 47 |
Copyright | |
7 other sections not shown
Other editions - View all
Total Customer Service: The Ultimate Weapon: A Six Point Plan for Giving ... William H. Davidow No preview available - 1990 |
Common terms and phrases
achieve airline American Express AMEX Amway automated teller machines Backbone of Service banks behavior British Airways buyers capacity Citibank clerks company's competitive competitors complaints Consumer core product corporate costs create culture customer expectations customer satisfaction customer's dealers demand effective Embassy Suites equipment focus Fortune magazine Frito-Lay guests Harvard Business Review hiring improve service industry interviews inventories investment leadership less machines Macy's manufacturing McDonald's measures ment microprocessor million needs NET's Nordstrom percent performance personal computer policies problems produce outstanding service producing service product or service profits programs pylon repair retail segments service companies service crisis service factory service infrastructure service leaders service quality service strategy Shouldice Singapore Airlines sumer superior service suppliers surveys switch teller tend tion tomer service Total Customer Service travelers Ultimate Weapon vice word of mouth workers