Managing to keep the customer: how to achieve and maintain superior customer service throughout the organization

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Jossey-Bass, 1987 - Business & Economics - 163 pages
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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.

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Contents

Making
51
Motivating and Rewarding Customer Service
80
Resources for Strengthening
115
Copyright

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