Winning the Service Game
Published on 1. March 1995
Book
Hardback
320 pages
978-0-87584-570-8 (ISBN)
Description
This text offers guidelines on what it takes to deliver outstanding service. It presents over 50 explicit rules for delivery service quality and it argues that in order to gain competitive advantage in customer service, companies must focus on retaining customers. The book's findings are based on dozens of company examples and a decade of research.
More details
Language
English
Place of publication
United States
Target group
Professional and scholarly
Illustrations
illustrations
Dimensions
Height: 241 mm
Width: 163 mm
Thickness: 28 mm
Weight
662 gr
ISBN-13
978-0-87584-570-8 (9780875845708)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Content
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.