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.
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Since 1984, Harvard Business School Press has been dedicated to publishing the most contemporary management thinking, written by authors and practitioners who are leading the way. Whether readers are seeking big-picture strategic thinking or tactical problem solving, advice in managing global corporations or for developing personal careers, HBS Press helps fuel the fire of innovative thought. HBS Press has earned a reputation as the springboard of thought for both established and emerging business leaders.From Booklist:
Service has often taken a backseat to manufacturing in the corporate environment and in its publications, but in recent years that emphasis has shifted--mainly because service will drive American business in the millennium. Up until now, books focusing on service have been tactical, suggesting a variety of different maneuvers and vehicles to distinguish a company, from employee training to creative promotions. Today, the combined wisdom of professors Schneider and Bowen leads to a wholly integrated service company, one that, by following the rules in their three tiers (customer, boundary, and coordinating), will realize world-class results. Although far too many rules and lists are created, somewhat obfuscating the main point, adherence to five generic commandments--e.g., treat customers as part of the company--will most probably yield a system similar to that outlined in more than 200 pages. But, of all the regulations, the best for readers to remember is that service companies must view employees as customers, too. Barbara Jacobs
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Descripción Harvard Business Review Press. Hardcover. Estado de conservación: New. 0875845703 100% satisfaction money back guarantee. Nº de ref. de la librería Z0875845703ZN
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Descripción Harvard Business Review Press, 1995. Hardcover. Estado de conservación: New. book. Nº de ref. de la librería 0875845703
Descripción Harvard Business Review Press, 1995. Hardcover. Estado de conservación: New. Nº de ref. de la librería P110875845703
Descripción Harvard Business Review Press. Hardcover. Estado de conservación: New. 0875845703 New Condition. Nº de ref. de la librería NEW6.0567347