Total Customer Satisfaction: Lessons from 50 European Companies with Top Quality Service
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This book, based on research carried out by the authors, provides a balance of practical information on devising service strategies with research narrative. The book is based on the activities of 50 European companies with an excellent reputation for customer service. It offers methodology for measuring the level of customer service and strategies for implementing and maintaining good service. This book goes right into the heart of some of Europe's top companies in service quality and examines what they do that earns them their reputation for top quality service. Their operations are described from a holistic point of view - the book talks about their service strategies, their service strengths, their management methods.
Format:Hardcover
Language:English
ISBN:0273034472
ISBN13:9780273034476
Release Date:January 1992
Publisher:Pearson Professional Education
Length:480 Pages
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