Building a winning service organization by mastering the rules of the game; the customer tier - achieving customer focus, meeting customer expectations; respecting customer needs; utilizing customer talents; the boundary tier - managing personal and non-personal customer contact, managing personal contact through hiring and training; managing personal contact through reward systems; managing non-personal contact with a personal touch; the co-ordination tier - creating a service culture, designing a customer-focused service system; creating a service culture.
