01869cam a2200253 a 4500001000800000005001700008008004100025010001700066020002800083040001800111050001800129082001700147100002500164245014200189250001200331260004100343300002600384440003800410500002000448504003000468505107000498650002301568650002401591193379420210414114143.0860930s1987    cau      b    001 0 eng    a   86021399   a1555420273 (alk. paper)  aDLCcDLCdDLC00aHF5415.5.D47 00a658.8/122191 aDesatnick, Robert L.10aManaging to keep the customer :how to achieve and maintain superior customer service throughout the organization. /cRobert L. Desatnick.  a1st ed.  aSan Francisco :bJossey-Bass,c1987.  axvi, 163 p. ;c24 cm. 4aThe Jossey-Bass management series  aIncludes index.  aBibliography: p. 155-158.  aContents: Customer service: the real competitive edge -- Customer relations mirror employee relations: developing effective human resource practices -- Building the customer-oriented work force: recruiting,hiring and orienting employees -- Establishing and maintaining high standards for customer service -- Effective employee training: making a visible difference for the customer -- Appraising customer service performance: identifying problems and finding solutions -- Motivating and rewarding customer service excellence: the manager's role -- Measuring customer service results -- Long-term customer service excellence: maintaining the competitive edge -- Appendixes: Resources for strenghtening and measuring customer service performance: A: A Job description for a training director -- B: A Sample employee opinion survey -- C: An Exit interview questionnaire -- Examples of customer opinion surveys -- A Sample of an internal client survey -- F: Management climate and leadership effectiveness survey results -- G: Some general management skills suggestion. 0aCustomer services. 0aCustomer relations.