TY  - BOOK
AU  - Lash,Linda M.
TI  - The complete guide to customer service
SN  - 0471624284
AV  - HF5415.5 .L37 1989
U1  - 658.8/12 19
PY  - 1989///
CY  - New York
PB  - Wiley
KW  - Customer services
KW  - Kundendienst
KW  - swd
KW  - Companies
KW  - Management aspects
N1  - 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)
UR  - http://www.archive.org/details/completeguidetoc00lash
UR  - http://www.openlibrary.org/books/OL2038505M
ER  -