Have you ever wondered why some organisations excel in service,retain customers and great employees, and earn handsome profits,while others simply don’t make the mark?Well, excellent organisations (and their people) play by certain rules.
This book spills it all. It shows what great organisations know about customer focus, customer insight, employee engagement,service culture, internal service, rewards, measurements, service recovery,reliability, leadership, customer complaints, continuous improvement,.total marketing and how they use this knowledge to serve and retain profitable customers.
What’s more? The book offers you clear, actionable ideas that will make a difference in your organisation. Every page literally drips with insight you can use!
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