Winning the Service Game
This text offers guidelines on what it takes to deliver outstanding service. It presents over 50 explicit rules for delivery service quality and it argues that in order to gain competitive advantage in customer service, companies must focus on retaining customers. The book's findings are based on dozens of company examples and a decade of research.
Format:Hardcover
Language:English
ISBN:0875845703
ISBN13:9780875845708
Release Date:March 1995
Publisher:Harvard Business Review Press
Length:295 Pages
Weight:1.40 lbs.
Dimensions:1.2" x 6.4" x 9.5"
Customer Reviews
2 ratings
Brilliant - A Shining Star among Service Books
Published by Thriftbooks.com User , 23 years ago
Ben Schneider has written a book of extraordinary value here. Having read several dozen service books, this one ranks with The Service Profit Chain, Call Center Management on Fast Forward and The Discipline of Market Leaders. As a psychologist, Schneider demonstrates a profound understanding of customer (and employee!) behavior. Some may criticize its mildly academic approach, but anyone who wants to get beyond the fluffy prose and jaded case studies of American-based service needs to read this book. Unlike so many publications today, this one cannot go out of date.
Service oriented managers MUST read this book!
Published by Thriftbooks.com User , 26 years ago
I am in the service business. Training people in service has been my job for many years. I have read dozens of books on service. However, this book presents a total shift in mind when speaking about service. We all have a lot yet to cover if we are committed to generate service excellence. Don't miss the opportunity. Ronen Ben-Naphtali (Israel)
Copyright © 2025 Thriftbooks.com
Terms of Use | Privacy Policy | Do Not Sell/Share My Personal Information | Cookie Policy | Cookie Preferences | Accessibility Statement
ThriftBooks ® and the ThriftBooks ® logo are registered trademarks of Thrift Books Global, LLC
ThriftBooks ® and the ThriftBooks ® logo are registered trademarks of Thrift Books Global, LLC
