An instantly accessible guide to creating good service and achieving 'success from service', responding to a widespread interest in, and hunger for knowledge on services. This text is perfect for any type or level of manager who wants to improve service levels. Ken Irons asks key questions such as: What makes for excellent service? Why is service so important in today's market? Contains entertaining cartoons to illuminate key points - an ideal book just to pick up and browse through.
目錄
Preface Chapter 1 : What makes superservice? Chapter 2 : Why service is here to stay Chapter 3 : Being customer driven Chapter 4 : Getting everyone onside Chapter 5 : Strategic management Chapter 6 : Communications Chapter 7 : The learning organization Chapter 8 : Service leadership Chapter 9 : Value to the customer Chapter 10 : Delivering the promise Chapter 11 : Getting started Chapter 12 : Keeping it going - 10 key areas Index
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