Winning the service game
Author(s)
Bibliographic Information
Winning the service game
Harvard Business School Press, c1995
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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"
