From Booklist

Service has often taken a backseat to manufacturing in the corporate environment and in its publications, but in recent years that emphasis has shifted--mainly because service will drive American business in the millennium. Up until now, books focusing on service have been tactical, suggesting a variety of different maneuvers and vehicles to distinguish a company, from employee training to creative promotions. Today, the combined wisdom of professors Schneider and Bowen leads to a wholly integrated service company, one that, by following the rules in their three tiers (customer, boundary, and coordinating), will realize world-class results. Although far too many rules and lists are created, somewhat obfuscating the main point, adherence to five generic commandments--e.g., treat customers as part of the company--will most probably yield a system similar to that outlined in more than 200 pages. But, of all the regulations, the best for readers to remember is that service companies must view employees as customers, too. Barbara Jacobs



Ingram

Companies that master the rules of the service game can outperform the competition. This book presents over 50 explicit rules for creating and managing a culture dedicated to delivering seamless service quality--an environment in which employees flourish and customers experience positive "moments of truth" that bind them to the organization. The book's integrated approach offers real advantage in a highly competitive arena.



Book Info

Redefines the service organization and challenges managers to understand how value is created and managed. Stands alone in its integrated view of service management. DLC: Customer service Management.



Source : amazon.com