Publisher's Synopsis
Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.
A blueprint for building and mainting total organizational commitment to customer satisfaction. Real–world examples, important new data, surveys and studies offer an inside look at the training and management practices of seventeen companies noted for their superior service.
