TY  - BOOK
AU  - Frei,Frances
AU  - Morriss,Anne
TI  - Uncommon service: how to win by putting customers at the core of your business 
SN  - 1422133311 : HRD
AV  - HF5415.5 .F728 2012
U1  - 658.8/12 23
PY  - 2012///
CY  - Boston, Mass.
PB  - Harvard Business Review Press
KW  - Customer relations
KW  - Customer services
KW  - Service industries
KW  - Management
N1  - 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
N2  - Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems
ER  -