Lash, Linda M. The complete guide to customer service / [electronic resource] / Linda M. Lash.. — New York : : Wiley,, c1989.. — xvii, 216 p. ; 24 cm. - Wiley series in training and development.
Includes index.
Bibliography: p. 208-209.
1. The bottom line on quality -- 2. It starts with commitment -- 3. Get the right people to deliver service -- 4. Create an organizational structure that fosters service -- 5. Train and develop people to deliver service -- 6. Deliver perception of a superior product -- 7. Gear performance to deliver service as a number one priority -- 7. Continuously create the opportunity for people to deliver superior service -- 9. Advertise and sell service, and stand behind it -- 10. Be ready to do handsprings to resolve each perceived service failure -- 11. Measure, evaluate, and pay attention to actual service delivery -- 12. How to move a company to service excellence (and keep it there).