Title: Teamwork for customers
First published: 1993
Description: In an age characterized by a burgeoning array of products and services and declining consumer satisfaction, customer loyalty has become pivotal to businesses' financial success. In Teamwork for Customers, Dean Tjosvold shows executives and managers how to use team strategies to develop customer-responsive companies, in which customer relations are nurtured, problems are solved expeditiously, and customer needs and desires are integrated into corporate strategy. Teamwork for Customers offers a comprehensive guide to creating customer service-driven organizations, providing advice on such tasks as assessing how well your company currently meets customer needs, earning employee support for a service-oriented vision, and using teams to implement the vision. It also includes practical tips on such daily issues as solving customer grievances productively. The story of a hypothetical company's transformation to a customer service-oriented firm enhances the readability and usefulness of the book.
Subjects: Management, Work groups, Customer service, Customer services, Teams in the workplace, Consumer satisfaction, Organizational effectiveness, Customer relations