Achieving Excellence Through Customer Service |
Contents
WHAT THIS BOOK WILL DO FOR YOU | 1 |
How to Get There | 63 |
LET ME INTRODUCE YOU TO YOUR | 87 |
Copyright | |
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achieve advertising Answer Center Armstrong World Industries attitude awards Bank benefit British Airways Burger King Comments communication company's competitors Consumer Affairs convenience corporate cost customer expectations customer loyalty customer needs customer relations customer satisfaction customer service program customer's deliver develop Disney effective executives Federal Express feel Firnstahl focus friendly front-line employees give handling hiring important improve increase industry L. L. Bean listen management commitment marketing Mervyn's motivated Nancy Austin Neiman Marcus Opatow operations organization percent performance Pizza Hut ployees positive problem profit provide service questions responsibility result retail salespeople says selling senior service education service employees Service Plan service quality service strategy service training skills staff Stanley Marcus Stew Leonard's supervisors surveys tell Tom Peters treat customers turnover vice president workers