Winning the service game

Author(s)

• Schneider, Benjamin
• Bowen, David Earl

Bibliographic Information

Winning the service game

Benjamin Schneider, David E. Bowen

Harvard Business School Press, c1995

Note

Includes bibliographical references and index

Description and Table of Contents

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.

Table of Contents

• 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.

by "Nielsen BookData"

Details

• NCID: BA24679028
• ISBN:
  • 0875845703
• LCCN: 94034590
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: Boston, Mass.
• Pages/Volumes: xi, 295 p.
• Size: 25 cm
• Classification:
  • LCC : HF5415.5
  • DC20 : 658.8/12
• Subject Headings:
  • LCSH : Customer services -- Management
  • LCSH : Employees -- Training of
  • LCSH : Incentives in industry