Demand for total customer service is rolling over business like a juggernaut. Companies that master service with triumph; those that ignore it will be swept into bankruptcy. Total Customer Services shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six - point plan for acquiring the decisive weapon in business wars.
The Six - Point Plan For Gaining the Competitive Edge
-Devise a service strategy
-Get top managers to behave like customer service fanatics
-Concentrate on motivating and training employees
-Design products and services that make good customer service possible
-Invest in service infrastructure
-Monitor achievement of customer service goals