Enemy Within: Actions that Self-destruct Companies, Customer Service and Jobs : where They Come From, how to Change Them

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McGraw-Hill, 1996 - Business & Economics - 249 pages
If you've ever been treated rudely by a salesperson, transferred to multiple extensions while searching for information; waited endlessly "on hold" for assistance; been given incorrect information & no follow-up; or requested material that never arrived or was incomplete upon delivery, then you've experienced poor customer service. This problem, familiar to us all, frequently leads to lost business, as customers, feeling abused & mishandled, switch to the competition. The Enemy Within looks at this problem from a unique perspective, that of the employee. It ties employees at all levels directly into the process, focusing on the bottom-line benefits produced by good customer service. Skill-building exercises & humorous examples are included as well, to help managers get their customer service programs back on tract.

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How Companies and Customer Service Selfdestruct
Where Selfdestruction Begins
How Selfdestruction Works in Workers and How

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About the author (1996)

Richard Buchanan is professor of design and head of the School of Design at Carnegie Mellon University and is author of Discovering Design: Explorations in Design Studies (1995).

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