Desatnick, Robert L. <br/><br/>
Managing to keep the customer :how to achieve and maintain superior customer service throughout the organization. / 
Robert L. Desatnick. 
 - 1st ed. 
 - San Francisco :  Jossey-Bass,  1987. 
 - xvi, 163 p. ;  24 cm. 
 - The Jossey-Bass management series .
<br/><br/> Includes index. 
<br/><br/>Bibliography: p. 155-158. 
<br/><br/>Contents: Customer service: the real competitive edge -- Customer relations mirror employee relations: developing effective human resource practices -- Building the customer-oriented work force: recruiting,hiring and orienting employees -- Establishing and maintaining high standards for customer service -- Effective employee training: making a visible difference for the customer -- Appraising customer service performance: identifying problems and finding solutions -- Motivating and rewarding customer service excellence: the manager's role -- Measuring customer service results -- Long-term customer service excellence: maintaining the competitive edge -- Appendixes: Resources for strenghtening and measuring customer service performance: A: A Job description for a training director -- B: A Sample employee opinion survey -- C: An Exit interview questionnaire -- Examples of customer opinion surveys -- A Sample of an internal client survey -- F: Management climate and leadership effectiveness survey results -- G: Some general management skills suggestion. 
<br/><br/><label>ISBN: </label>1555420273 (alk. paper) 
<br/><br/><label>LCCN: </label>86021399  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Customer relations.
<br/><br/><label>LC Class. No.: </label>HF5415.5.D47  
<br/><br/><label>Dewey Class. No.: </label>658.8/12