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Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.

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• Part 1 Service: The Real Business of Organizations
• 1 The Basics of Service Quality
• 2 Service Excellence from the Top Down
• 3 Customer Relations Mirror Employee Relations
• Part 2 Five Keys to Service Superiority
• 4 Create a Customer Focus Throughout the Organization
• 5 Establish Employee-Based Service Performance Standards
• 6 Measure Service Performance Against Superior Benchmarks
• 7 Recognize and Reward Exemplary Service Behavior
• 8 Maintain Enthusiasm, Consistency, and Predictability for the Customer
• Part 3 The Future of Service Quality
• 9 Scan Today's TrAnds to Envision Tomorrow2s Service
• 10 Create Strategies for Continuously Improving Service Quality
• Appendix: A Resource Tool Kit

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Booklist Review

Desatnick, formerly a human-resource officer for McDonald's, General Electric, and Chase Manhattan Bank, provides a practical guide for improving customer service. Citing studies that reveal that many firms do a poor job of retaining their customers, the author states that, in the next decade, the companies that do it well will immeasurably increase their chances for survival. Numerous corporate examples are used to show how customer service is something that can be explained, measured, and effectively implemented not just something that happens serendipitously. Any reader involved with customer relations small entrepreneur or employee of large corporation will find valuable lessons here. Sample questionnaires and surveys are appended. References; to be indexed. BK. 658.8'12 Customer service / Customer relations [OCLC] 86-21399

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ROBERT L. DESATNICK is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago. DENIS H. DETZEL Robert L. Desatnick is president and founder of Creative Human Resource Consultants, based in Chicago. Denis H. Detzel is vice president and director of research and development practice of the Hay Group, a management consulting firm also in Chicago.