Stresses the importance of knowing both the product and the customer. The Power of Customer Service 45 Min. The steps necessary to provide positive customer service and satisfaction are given, stressing communication, concern and competence. After more than 25 years, remains one of the most sought-after lessons in customer satisfaction. With substance and sensitivity, it demonstrates the changeless logic that everything must be done right the first time, and that quality is everybody's business, all of the time.
Practical lessons provide a means for improving the quality of service throughout an organization.
Moments of Truth 28 Min. This follow-up is geared toward employees and their attitudes in customer service and sales. The Competitive Edge 30 Min. 1539 Examines five very diverse companies to see how they made service a measurable corporate goal. Gives a first-hand look at how they researched, planned, and implemented the concept of Service Management.