Winning the Service Game
Benjamin Schneider David Earl Bowen
Winning the Service Game - Boston, MA Harvard Business School Press 1995 - xi, 295 p. : ill. ; ; 25 cm.
Age Group: Adult Includes bibliographical references (p. 261-283) and index.
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.
9780875845708
Customer Services -- Management
Employees -- Training Of
Customer services
Management
Training of employees
Incentives in industry
658.8`12
Winning the Service Game - Boston, MA Harvard Business School Press 1995 - xi, 295 p. : ill. ; ; 25 cm.
Age Group: Adult Includes bibliographical references (p. 261-283) and index.
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.
9780875845708
Customer Services -- Management
Employees -- Training Of
Customer services
Management
Training of employees
Incentives in industry
658.8`12