Data Portal @ linkeddatafragments.org

Matches in Harvard for { <http://id.lib.harvard.edu/aleph/003728853/catalog> ?p ?o. }

• catalog abstract ""When customers are dissatisfied with a company's service, they don't come back - and when they go to the competition they take their friends with them. While most companies claim to treat the customer as king, many fall short of this ideal - and few know how to conceive and implement change. Without excellent customer service, no organization will survive today's competitive market." "This revised edition of Managing to Keep the Customer provides a time-tested, step-by-step process leading to service supremacy. Robert L. Desatnick and Denis H. Detzel draw on their practical experience in over 500 organizations to show how any company - large or small, in all sectors and industries - can exceed customer expectations and provide superior service." "The key, the authors assert, is that customer relations mirror employee relations. To achieve that end, they reveal how to recruit and maintain a motivated, high-quality work force that builds loyalty and keeps customers coming back. They look at the training and management practices of seventeen companies noted for superior service - including AT&T, Citicorp, Delta, Federal Express, Hewlett-Packard, McDonald's, and Walt Disney - and describe how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer." "This updated edition includes new examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies. The authors explain new trends and current techniques, including a discussion of the team approach and the use of surveys for measuring performance. They also include practical new resources such as worksheets for developing a mission statement and for measuring participative management."--BOOK JACKET.".
• catalog contributor b5397429.
• catalog contributor b5397430.
• catalog created "c1993.".
• catalog date "1993".
• catalog date "c1993.".
• catalog dateCopyrighted "c1993.".
• catalog description ""When customers are dissatisfied with a company's service, they don't come back - and when they go to the competition they take their friends with them. While most companies claim to treat the customer as king, many fall short of this ideal - and few know how to conceive and implement change. Without excellent customer service, no organization will survive today's competitive market." "This revised edition of Managing to Keep the Customer provides a time-tested, step-by-step process leading to service supremacy. Robert L. Desatnick and Denis H. Detzel draw on their practical experience in over 500 organizations to show how any company - large or small, in all sectors and industries - can exceed customer expectations and provide superior service." "The key, the authors assert, is that customer relations mirror employee relations. To achieve that end, they reveal how to recruit and maintain a motivated, high-quality work force that builds loyalty and keeps customers coming back. They look at the training and management practices of seventeen companies noted for superior service - including AT&T, Citicorp, Delta, Federal Express, Hewlett-Packard, McDonald's, and Walt Disney - and describe how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer." "This updated edition includes new examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies. The authors explain new trends and current techniques, including a discussion of the team approach and the use of surveys for measuring performance. They also include practical new resources such as worksheets for developing a mission statement and for measuring participative management."--BOOK JACKET.".
• catalog description "Includes bibliographical references (p. 277-281) and index.".
• catalog description "Part one: Service: The real business of organizations -- The basics of service quality -- Service excellence from the top down -- Customer relations mirror employee relations -- Part two: Five keys to service superiority -- Create a customer focus throughout the organization -- Establish employee-based service performance standards -- Measure service performance against superior benchmarks -- Recognize and reward exemplary service behavior -- Maintain enthusiasm, consistency, and predictability for the customer -- Part three: The future of service quality -- Scan today's trends to envision tomorrow's service -- Create strategies for continuously improving service quality -- Appendix A. Resource tool kit.".
• catalog extent "xxi, 289 p. :".
• catalog identifier "1555424155".
• catalog isPartOf "Jossey-Bass management series".
• catalog issued "1993".
• catalog issued "c1993.".
• catalog language "eng".
• catalog publisher "San Francisco : Jossey-Bass Publishers,".
• catalog subject "658.8/12 20".
• catalog subject "Customer relations.".
• catalog subject "Customer services.".
• catalog subject "HF5415.5 .D47 1993".
• catalog tableOfContents "Part one: Service: The real business of organizations -- The basics of service quality -- Service excellence from the top down -- Customer relations mirror employee relations -- Part two: Five keys to service superiority -- Create a customer focus throughout the organization -- Establish employee-based service performance standards -- Measure service performance against superior benchmarks -- Recognize and reward exemplary service behavior -- Maintain enthusiasm, consistency, and predictability for the customer -- Part three: The future of service quality -- Scan today's trends to envision tomorrow's service -- Create strategies for continuously improving service quality -- Appendix A. Resource tool kit.".
• catalog title "Managing to keep the customer : how to achieve and maintain superior customer service throughout the organization.".
• catalog type "text".