Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization /
Abstract: Written for all those businesses that depend on repeat customers for survival in tough, competitive times, this book discusses customer service. It shares the successful customer relations practices and policies of a wide range of industries. Chapters include subjects on the guiding princi...
Saved in:
| Main Author: | |
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| Format: | Book |
| Language: | English |
| Published: |
San Francisco :
Jossey-Bass,
1987.
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| Edition: | 1st ed. |
| Series: | Jossey-Bass management series
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| Subjects: |
MARC
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| 020 | |a 9781555420277 |q (alk. paper) | ||
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| 100 | 1 | |a Desatnick, Robert L. | |
| 245 | 1 | 0 | |a Managing to keep the customer : |b how to achieve and maintain superior customer service throughout the organization / |c Robert L. Desatnick. |
| 250 | |a 1st ed. | ||
| 260 | |a San Francisco : |b Jossey-Bass, |c 1987. | ||
| 300 | |a xvi, 163 pages ; |c 24 cm. | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a unmediated |b n |2 rdamedia | ||
| 338 | |a volume |b nc |2 rdacarrier | ||
| 490 | 1 | |a The Jossey-Bass management series | |
| 504 | |a Includes bibliographical references (pages 155-158) and index. | ||
| 530 | |a Also issued online. | ||
| 505 | 0 | |a 1. Customer service: the real competitive edge -- 2. Customer relations mirror employee relations: developing effective human resource practices -- 3. Building the customer-oriented work force: recruiting, hiring, and orienting employees -- 4. Establishing and maintaining high standards for customer service -- 5. Effective employee training: making a visible difference for the customer -- 6. Appraising customer service performance: identifying problems and finding solutions -- 7. Motivating and rewarding customer service excellence: the manager's role -- 8. Measuring customer service results -- 9. Long-term customer service excellence: maintaining the competitive edge -- Appendixes: Resources for strengthening and measuring customer service performance -- A.A job description for a training director -- B.A sample employee opinion survey -- C. An exit interview questionnaire -- D. Examples of customer opinion surveys -- E.A sample of an internal client survey -- F. Management climate and leadership effectiveness survey results -- G. Some general management skills suggestions. | |
| 520 | |a Abstract: Written for all those businesses that depend on repeat customers for survival in tough, competitive times, this book discusses customer service. It shares the successful customer relations practices and policies of a wide range of industries. Chapters include subjects on the guiding principles of service, support systems that teach the concept of service superiority, and a commitment to excellence in human resource policies and practices. The rationale for good customer service, employee development for customer service awareness, establishing standards for service excellence, and the origin of service superiority comprise some of the topics addressed. Resources for strengthening and measuring customer service performance and references are included. | ||
| 650 | 0 | |a Customer services. | |
| 650 | 0 | |a Customer relations. | |
| 650 | 3 | |a program planning. | |
| 650 | 7 | |a Customer relations. |2 fast |0 (OCoLC)fst00885533 | |
| 650 | 7 | |a Customer services. |2 fast |0 (OCoLC)fst00885545 | |
| 650 | 0 | 7 | |a Kundendienst. |0 (DE-588)4135134-4 |2 gnd |
| 650 | 0 | 7 | |a Marketingstrategie. |0 (DE-588)4120697-6 |2 gnd |
| 650 | 7 | |a Customer services. |2 nli | |
| 650 | 7 | |a Customer relations. |2 nli | |
| 650 | 0 | 7 | |a Fallstudiensammlung. |2 swd |
| 650 | 0 | 7 | |a Kundendienst. |2 swd |
| 650 | 0 | 7 | |a Marketingstrategie. |2 swd |
| 655 | 4 | |a Fallstudiensammlung. | |
| 830 | 0 | |a Jossey-Bass management series | |
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