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
