Total Customer Service: The Ultimate Weapon: A Six Point Plan for Giving Your Company the - Couverture souple

Davidow, William H.

Couverture souple

ISBN 10 : 0060920092 ISBN 13 : 9780060920098

Editeur : Harper Perennial, 1990

Synopsis

Customer Service: The Competitive Weapon for the 1990s

Demand for total customer service is rolling over business like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy. Total Customer Service shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in business wars.

The Six-Point Plan for Gaining the Competitive Edge

• Devise a service strategy

• Get top managers to behave like customer service fanatics

• Concentrate on motivating and training employees

• Design products and services that make good customer service possible

• Invest in service infrastructure

• Monitor achievement of customer service goals

A propos du livre

À propos de l?auteur

William H. Davidow (at right) is a general partner at Mohr, Davidow Ventures in Menlo Park, California. He has held senior marketing positions at Hewlett-Packard and Intel, and he is the author of Marketing High Technology. Bro Uttal (at left) is a consultant who focuses on problems of technology management. He coauthored this book while a member of the Board of Editors of Fortune magazine.

À propos de la quatrième de couverture

Customer Service: The Competitive Weapon for the 1990s

Demand for total customer service is rolling over business like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy. Total Customer Service shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in business wars.

The Six-Point Plan for Gaining the Competitive Edge

• Devise a service strategy

• Get top managers to behave like customer service fanatics

• Concentrate on motivating and training employees

• Design products and services that make good customer service possible

• Invest in service infrastructure

• Monitor achievement of customer service goals

Détails de l'édition

• Éditeur: Harper Perennial
• Date d'édition: 1990
• Langue: anglais
• ISBN 10: 0060920092
• ISBN 13: 9780060920098
• Reliure: Broché
• Nombre de pages: 256
• Coordonnées du fabricant: non disponible
• Personne responsable: HarperCollins Publishers Ireland; enquiries@harpercollins.ie; ; Mayor Street Upper 39/40; Dublin; D01 C9W8; Irlande