Quality service : how America's top companies are competing in the customer-service revolution ... and how you can too

Quality service : how America's top companies are competing in the customer-service revolution ... and how you can too

Bibliographic Details
Main Author: Denton, D. Keith (Author)
Format: Book
Language:English
Published: Kuala Lumpur : S. Abdul Majeed & Co. , c1994
Subjects:
Consumer satisfaction > United States
Customer services > United States
Service industries > United States > Quality control
Table of Contents:
  • 1. Service
  • 2. Investing in customer satisfaction
  • 3. Focus on the customer
  • 4. Dependability
  • 5. Responsiveness
  • 6. Uniqueness
  • 7. Assessing service
  • 8. Standards
  • 9. Training for services
  • 10. Incentives and rewards
  • 11. Decentralization
  • 12. Principles of quality service

Similar Items