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catalog abstract ""Best practices organizations don't excel in only one area; no single thing distinguishes them. It's the combination of practices - enabled by technology, with a pinch of organizational culture thrown in - that together create their uniqueness, and their leading position. If you want to grow and improve your business, learn from the best practices of others. With some minor adaptation, they will work within your organization's culture, to create breakthrough customer service."--Jacket.".
catalog contributor b10967741.
catalog created "1997.".
catalog date "1997".
catalog date "1997.".
catalog dateCopyrighted "1997.".
catalog description ""Best practices organizations don't excel in only one area; no single thing distinguishes them. It's the combination of practices - enabled by technology, with a pinch of organizational culture thrown in - that together create their uniqueness, and their leading position. If you want to grow and improve your business, learn from the best practices of others. With some minor adaptation, they will work within your organization's culture, to create breakthrough customer service."--Jacket.".
catalog description "Best Practices in Using Technology to Achieve Breakthrough Customer Service.".
catalog description "Chris Daffy -- Ch. 9. Customer Complaints: Are You Getting Enough? / Joel Rosen -- Ch. 10. Eastman Kodak Company: Benchmarking for Success / A. Turgud (Turk) Enustun and Karri E. Givens -- Ch. 11. Using Benchmarking to Focus on the Customer: A Bell Canada Case Study / Vicki J. Powers -- pt. 3. Best Practices in Achieving Process Improvement -- Ch. 12. Laying the Groundwork for Successfully Implementing Process Improvement / Sandip Patel -- Ch. 13. Differentiated Approach to Customer Service: Not All Customer Segments Require the Same Service / Stanley Brown and Sharad Verma -- Ch. 14. Outsourcing Customer Care: Are There Other Alternatives? / Tudor Negrea and Lorne Severs -- Ch. 15. Management Control Systems: How to Control Internal and Outsourced Service Providers / Suresh Gupta, Jay Singh and Robert Largey -- Ch. 16. Benefits of ISO Certification / Larry L. Brandt -- pt. 4.".
catalog description "Includes bibliographical references (p. [421]-426) and index.".
catalog description "pt. 1. Best Practices in Creating a Strategic Approach to Customer Service -- Ch. 1. Customer Service as a Basis for a Breakthrough Business Strategy / Michael Hanley -- Ch. 2. Secrets of Improvement-Driven Organizations: Initiating and Sustaining Quality Improvement / Stephen L. Yearout -- Ch. 3. Why Take a Best Practices Approach? Creating Added Value for Customers / Hugh Bolton -- Ch. 4. There Must Be Fire! The Importance of Leadership and Management Support / Jerry L. Fritz -- Ch. 5. Leader's Perspective on Becoming Customer-Driven / E.J. Kahn III -- pt. 2. Best Practices in Creating and Using Measurements and Standards to Achieve Excellence in Customer Service -- Ch. 6. Mission Critical Measurement: Developing and Using Corporate Performance Indicators / Peter Lawton -- Ch. 7. Measuring Customer Satisfaction Effectively / David Wilkerson -- Ch. 8. Beware! Success Often Breeds Failure: How to Celebrate Success /".
catalog extent "xviii, 434 p. :".
catalog hasFormat "Breakthrough customer service.".
catalog identifier "0471642320 :".
catalog isFormatOf "Breakthrough customer service.".
catalog issued "1997".
catalog issued "1997.".
catalog language "eng".
catalog publisher "Toronto : J. Wiley & Sons Canada,".
catalog relation "Breakthrough customer service.".
catalog subject "658.8/12 21".
catalog subject "Customer services.".
catalog subject "HF5415.5 .B73 1997".
catalog tableOfContents "Best Practices in Using Technology to Achieve Breakthrough Customer Service.".
catalog tableOfContents "Chris Daffy -- Ch. 9. Customer Complaints: Are You Getting Enough? / Joel Rosen -- Ch. 10. Eastman Kodak Company: Benchmarking for Success / A. Turgud (Turk) Enustun and Karri E. Givens -- Ch. 11. Using Benchmarking to Focus on the Customer: A Bell Canada Case Study / Vicki J. Powers -- pt. 3. Best Practices in Achieving Process Improvement -- Ch. 12. Laying the Groundwork for Successfully Implementing Process Improvement / Sandip Patel -- Ch. 13. Differentiated Approach to Customer Service: Not All Customer Segments Require the Same Service / Stanley Brown and Sharad Verma -- Ch. 14. Outsourcing Customer Care: Are There Other Alternatives? / Tudor Negrea and Lorne Severs -- Ch. 15. Management Control Systems: How to Control Internal and Outsourced Service Providers / Suresh Gupta, Jay Singh and Robert Largey -- Ch. 16. Benefits of ISO Certification / Larry L. Brandt -- pt. 4.".
catalog tableOfContents "pt. 1. Best Practices in Creating a Strategic Approach to Customer Service -- Ch. 1. Customer Service as a Basis for a Breakthrough Business Strategy / Michael Hanley -- Ch. 2. Secrets of Improvement-Driven Organizations: Initiating and Sustaining Quality Improvement / Stephen L. Yearout -- Ch. 3. Why Take a Best Practices Approach? Creating Added Value for Customers / Hugh Bolton -- Ch. 4. There Must Be Fire! The Importance of Leadership and Management Support / Jerry L. Fritz -- Ch. 5. Leader's Perspective on Becoming Customer-Driven / E.J. Kahn III -- pt. 2. Best Practices in Creating and Using Measurements and Standards to Achieve Excellence in Customer Service -- Ch. 6. Mission Critical Measurement: Developing and Using Corporate Performance Indicators / Peter Lawton -- Ch. 7. Measuring Customer Satisfaction Effectively / David Wilkerson -- Ch. 8. Beware! Success Often Breeds Failure: How to Celebrate Success /".
catalog title "Breakthrough customer service : best practices of leaders in customer support / Stanley A. Brown, editor.".
catalog type "text".