Managing to keep the customer

"When customers are dissatisfied with a company's service, they don't come back - and when they go to the competition they take their friends with them. While most companies claim to treat the customer as king, many fall short of this ideal - and few know how to conceive and implement change. Without excellent customer service, no organization will survive today's competitive market." "This revised edition of Managing to Keep the Customer provides a time-tested, step-by-step process leading to service supremacy. Robert L. Desatnick and Denis H. Detzel draw on their practical experience in over 500 organizations to show how any company - large or small, in all sectors and industries - can exceed customer expectations and provide superior service." "The key, the authors assert, is that customer relations mirror employee relations. To achieve that end, they reveal how to recruit and maintain a motivated, high-quality work force that builds loyalty and keeps customers coming back. They look at the training and management practices of seventeen companies noted for superior service - including AT&T, Citicorp, Delta, Federal Express, Hewlett-Packard, McDonald's, and Walt Disney - and describe how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer." "This updated edition includes new examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies. The authors explain new trends and current techniques, including a discussion of the team approach and the use of surveys for measuring performance. They also include practical new resources such as worksheets for developing a mission statement and for measuring participative management."--BOOK JACKET.