Up your service! insights : true stories of winners and losers in the quest for superior service - Kaufman, Ron (Ron Kaufman, 2002)
True Stories of Winners and Losers in the Quest for Superior Service. Who wins? Who loses? It?s up to you! BENCHMARK the best service innovations. (Chapter 5: Generating New Ideas) DISCOVER how to keep your customers happy, loyal and buying more. (Chapter 10: Building Up Your Business) Find out who makes the biggest mistakes in service, and what you must avoid. (Chapter 13: The Infinite Absurdity Awards) Plus many more easy-to-use insights on the spirit, language and culture of superior service. Take a look!