|
|
Bookstore - Customer Service Resources Starting a Business Checklist | Public vs Private | Recycling | Bookstore | LinksManaging Customer Value: Creating Quality and Service That Customers Can See
Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "warroom wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Great Customer Service on the Telephone (The Worksmart Series)  Review: First impressions are often lasting impressions. How customers are treated on the phone can quickly turn them into either an ex-customer or a customer for life. This thorough, quick-reading guide shows anyone who uses the phone--from salesperson to manager to secretary--how to treat it as a service tool that directly impacts on company profits.
The Complete Idiot's Guide to Great Customer Service
Chapters include training personnel, handling complaints, creating a service culture in any sized company, and developing service strategies that bring out the best in the business.
|
||||||||||||||||||||
