The Complete Guide to Customer Service

All too often companies overlook their most important competitive weapon - their customers. Linda Lash, Director of Training at Avis International, one of the most famous names in customer service, understands the close connection between customer satisfaction and profitability and market share. The result is a practical real-world guide to what customer service is all about - showing managers in the customer service industry why it makes sense to keep customers happy and how to do it. In "The Complete Guide to Customer Service" Lash shows readers how to recruit and select the right people; how to train, develop, and motivate them to deliver top-notch service; what to do when there's a hitch in customer service; how to measure and evaluate the actual service being delivered, and much more. There are also "real life" examples of both good and bad corporate customer service - including Avis, Michelin, McDonald's, Marriott, Disneyworld, Pizza Hut, and others.