Uncommon service : how to win by putting customers at the core of your business /
Frei, Frances.
Uncommon service : how to win by putting customers at the core of your business / Frances Frei, Anne Morriss. - Boston, Mass. : Harvard Business Review Press, c2012. - x, 247 p. : ill. ; 24 cm.
Includes bibliographical references (p. [227]-231) and index.
Truth number 1: you can't be good at everything -- Truth number 2: someone has to pay for it -- Truth number 3: it's not your employees' fault -- Truth number 4: you must manage your customers -- Now multiply it all by culture -- Getting bigger.
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
1422133311 : HRD $29.95 9781422133316
Perseus Distribution Services, 1094 Flex Dr, Jackson, TN, USA, 38301-5070 SAN 631-760X
2011029760
Customer relations.
Customer services.
Service industries--Management.
HF5415.5 / .F728 2012
658.8/12
Uncommon service : how to win by putting customers at the core of your business / Frances Frei, Anne Morriss. - Boston, Mass. : Harvard Business Review Press, c2012. - x, 247 p. : ill. ; 24 cm.
Includes bibliographical references (p. [227]-231) and index.
Truth number 1: you can't be good at everything -- Truth number 2: someone has to pay for it -- Truth number 3: it's not your employees' fault -- Truth number 4: you must manage your customers -- Now multiply it all by culture -- Getting bigger.
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
1422133311 : HRD $29.95 9781422133316
Perseus Distribution Services, 1094 Flex Dr, Jackson, TN, USA, 38301-5070 SAN 631-760X
2011029760
Customer relations.
Customer services.
Service industries--Management.
HF5415.5 / .F728 2012
658.8/12