America's Service Meltdown: Restoring Service Excellence in the Age of the Customer - Couverture rigide

Pupo, Raul

Couverture rigide

ISBN 10 : 0313386021 ISBN 13 : 9780313386022

Editeur : Praeger Publishers Inc, 2010

Synopsis

In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back.
What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence.

Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.

A propos du livre

À propos de l?auteur

Raul Pupo is an entrepreneur, author, speaker, and consultant in the information technology industry.

Détails de l'édition

• Éditeur: Praeger Publishers Inc
• Date d'édition: 2010
• Langue: anglais
• ISBN 10: 0313386021
• ISBN 13: 9780313386022
• Reliure: Relié
• Numéro d'édition: 1
• Nombre de pages: 192
• Coordonnées du fabricant: non disponible
• Personne responsable: gpsr@libri.de; gpsr@libri.de; ; Friedensallee 273; Hamburg; 22763; Allemagne