TY  - BOOK
AU  - Desatnick,Robert L.
TI  - Managing to keep the customer :how to achieve and maintain superior customer service throughout the organization.
SN  - 1555420273 (alk. paper)
AV  - HF5415.5.D47  
U1  - 658.8/12 19
PY  - 1987///
CY  - San Francisco
PB  - Jossey-Bass
KW  - Customer services
KW  - Customer relations
N1  - Includes index; Bibliography: p. 155-158; 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
ER  -