THE SERVICE EDGE : 101 Companies That Profit From Customer Care /
Outlines how businesses can build a service ethos into their corporate culture, detailing how America's top service companies create, manage, and maintain their edge.
| Main Authors: | , |
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| Format: | text |
| Language: | eng |
| Published: |
New York, N.Y. : New American Library,
1989
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| Subjects: |
| _version_ | 1826469976580554752 |
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| author | Zemke, Ron, author 345960 Schaaf, Dick, author 340561 |
| author_facet | Zemke, Ron, author 345960 Schaaf, Dick, author 340561 |
| author_sort | Zemke, Ron, author 345960 |
| collection | OCEAN |
| description | Outlines how businesses can build a service ethos into their corporate culture, detailing how America's top service companies create, manage, and maintain their edge. |
| first_indexed | 2024-03-05T16:41:20Z |
| format | text |
| id | KOHA-OAI-TEST:591924 |
| institution | Universiti Teknologi Malaysia - OCEAN |
| language | eng |
| last_indexed | 2024-03-05T16:41:20Z |
| publishDate | 1989 |
| publisher | New York, N.Y. : New American Library, |
| record_format | dspace |
| spelling | KOHA-OAI-TEST:5919242022-03-20T04:39:45ZTHE SERVICE EDGE : 101 Companies That Profit From Customer Care / Zemke, Ron, author 345960 Schaaf, Dick, author 340561 textNew York, N.Y. : New American Library,1989©1989engOutlines how businesses can build a service ethos into their corporate culture, detailing how America's top service companies create, manage, and maintain their edge.Includes bibliographical references and index.Part 1. The principles of distinctive service : The customer service dilemma -- Creating distinctive service: a willful management act -- Operating principle #1: Listen, understand, and respond to customers -- Operating principle #2: Define superior service and establish a service strategy -- Operating principle #3: Set standards and measure performance -- Operating principle #4: Select, train, and empower employees to work for the customer -- Operating principle #5: Recognize and reward accomplishment -- Part 2. The service 101 : Travel: airlines, services -- Hotels -- Health care: hospitals, support -- Financial: personal, banking, brokerage, insurance -- Wheel: automotive, trucking -- Food service: restaurants, fast food -- Food sales: Retail, wholesale -- Retailing: general, specialty, catalog -- Technology: electronics, support, communications -- Manufacturing -- Business-to-business: delivery, expertise, duplicating, support -- Pacesetters: entertainment, information, public, care.Outlines how businesses can build a service ethos into their corporate culture, detailing how America's top service companies create, manage, and maintain their edge.A. Karim Akitek;PSZ_JBCustomer servicesService industriesURN:ISBN:0453006477 |
| spellingShingle | Customer services Service industries Zemke, Ron, author 345960 Schaaf, Dick, author 340561 THE SERVICE EDGE : 101 Companies That Profit From Customer Care / |
| title | THE SERVICE EDGE : 101 Companies That Profit From Customer Care / |
| title_full | THE SERVICE EDGE : 101 Companies That Profit From Customer Care / |
| title_fullStr | THE SERVICE EDGE : 101 Companies That Profit From Customer Care / |
| title_full_unstemmed | THE SERVICE EDGE : 101 Companies That Profit From Customer Care / |
| title_short | THE SERVICE EDGE : 101 Companies That Profit From Customer Care / |
| title_sort | service edge 101 companies that profit from customer care |
| topic | Customer services Service industries |
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