World-Class Customer Satisfaction

World-Class Customer Satisfaction
Author :
Publisher : McGraw-Hill
Total Pages : 260
Release :
ISBN-10 : UOM:39015017439566
ISBN-13 :
Rating : 4/5 (66 Downloads)

Book Synopsis World-Class Customer Satisfaction by : Jonathan D. Barsky

Download or read book World-Class Customer Satisfaction written by Jonathan D. Barsky and published by McGraw-Hill. This book was released on 1995 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managers in every industry are looking for more and better ways to link custmoer satisfaction with profitability. In this book, Barsky presents the newest customer-service techniques from around the world, in an eight-step, "how-to" program. Includes a game format that challenges and motivates readers to take the initiative and maintain increased customer satisfaction, guidelines for achieving total quality and implementing reengineering and benchmarking activities, and more.


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Preface -- Introduction -- Creating a world-class service organization -- From losers to leaders: four levels of service performance -- Moving to a higher level