Uncommon service : how to win by putting customers at the core of your business /
Frei, Frances.
Morriss, Anne.
Boston, Mass. : Harvard Business Review Press,
c2012.
Truth #1: you can't be good at everything -- Truth #2: someone has to pay for it -- Truth #3: it's not your employees' fault -- Truth #4: you must manage your customers -- Now multiply it all by culture -- Getting bigger.
Includes bibliographical notes (p. [227]-231) and index.
Customer relations.
Customer services.
Service industries