Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization
著者
書誌事項
Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization
（The Jossey-Bass management series）
Jossey-Bass, c1993
Rev. ed
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer. A blueprint for building and mainting total organizational commitment to customer satisfaction. Real-world examples, important new data, surveys and studies offer an inside look at the training and management practices of seventeen companies noted for their superior service.
目次
Part One: Service: The Real Business of Organizations 1. The Basics of Service Quality 2. Service Excellence from the Top Down 3. Customer Relations Mirror Employee Relations Part Two: Five Keys to Service Superiority 4. Create a Customer Focus Throughout the Organization 5. Establish Employee-Based Service Performance Standards 6. Measure Service Performance Against Superior Benchmarks 7. Recognize and Reward Exemplary Service Behavior 8. Maintain Enthusiasm, Consistency, and Predictability for the Customer Part Three: The Future of Service Quality 9. Scan Today's TrAnds to Envision Tomorrow's Service 10. Create Strategies for Continuously Improving Service Quality AppAndix: A. Resource Tool Kit
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