Total Customer Service: The Ultimate Weapon : A Six Point Plan for Giving Your Business the Competitive Edge in the 1990's

by William H. Davidow, Bro Uttal

Customer Service: The Competitive Weapon for the 1990sDemand for total customer service is rolling over business like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy. Total Customer Service shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in business wars. The Six-Point Plan for Gaining the Competitive Edge• Devise a service strategy• Get top managers to behave like customer service fanatics• Concentrate on motivating and training employees• Design products and services that make good customer service possible• Invest in service infrastructure• Monitor achievement of customer service goals

Genres: Business, Management

227 pages, Hardcover

First published January 1, 1989

About the author

Bill Davidow has been a high-technology industry executive and a venture investor for more than 30 years. In 1985, he founded Mohr Davidow Ventures, a venture capital firm and continued as an active advisor after stepping down as a general partner. Davidow is the author of Marketing High Technology and a co-author of Total Customer Service and The Virtual Corporation. His latest book is, The Autonomous Revolution—Reclaiming the Future We’ve Sold to Machines

Reviews

[W M · Rating 5 out of 5]

This book make me 😫😩💦

[Rhonda · Rating 3 out of 5]

yet another customer service book saying the same thing. Read Service America for the best info on the subject.