Leadership from the top -- A customer focus trumps all other strategies -- The service ethic -- Power to the front line -- Musings on the economics of service
Summary
Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver top-notch customer service every step of the way
Bibliography
Includes bibliographical references (pages 155-160) and index
