Managing to Keep the Customer: How to Achieve andMaintain Superior Customer Service Throughout theOrganization, Revised Edition
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More About This Title Managing to Keep the Customer: How to Achieve andMaintain Superior Customer Service Throughout theOrganization, Revised Edition
English
ROBERT L. DESATNICK is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago. DENIS H. DETZEL Robert L. Desatnick is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago.
English
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
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
English
``Customer satisfaction is an abstract term, but failure to achieve it has very tangible consequences for a company. This book does a good job of providing very practical insights into how to achieve a customer-focused corporate culture.'' —John A. Young, former president and CEO, Hewlett-Packard Company
``Offers a how-to guide for managers who are serious about keeping the company's customers coming back for more.'' —John B. McCoy, chairman and CEO, Banc One Corporation
