Uncommon Service : How to Win by Putting Customers at the Core of Your Business

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  • Format: Hardcover
  • Copyright: 2012-02-07
  • Publisher: Perseus Distribution Services

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A Holmes said when someone tries to sell us a simple answer to a complex problem it will be simplistic and worthless. But if someone first grands deeply through the complexity, and then offers a simple explanation, it is priceless. Frei and Morriss heve distilled a very complicated problem-the managing of service businesses-into this simple and priceless book. It truly is a delight to read. Book jacket.

Table of Contents

Acknowledgmentsp. ix
Introduction If This is a Service Economy, Why am I Still on Hold?p. 1
Truth Number 1: You Can't be Good at Everythingp. 13
Truth Number 2: Someone has to Pay for itp. 55
Truth Number 3: It's Not your Employees' Faultp. 87
Truth Number 4: You Must Manage your Customersp. 119
Now Multiply it all by Culturep. 157
Getting Biggerp. 187
Conclusionp. 223
Notesp. 227
Indexp. 233
About the Authorsp. 245
Table of Contents provided by Ingram. All Rights Reserved.

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