How to create a powerful customer care program--and make it work.
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Kaizen offers something new to all organizations and to the people in and around those organizations. It is a philosophy and framework that encourages you to continuously set higher standards of performance and to achieve new goals in terms of customer satisfaction, sales, and, ultimately, profit.
Using the nine basic principles, businesswoman and customer care specialist Patricia Wellington gives managers a proven framework for creating and implementing a customer-focused strategy that responds to today's ever-changing business conditions. This book includes case histories of companies like Unipart and Cannon who have already discovered how successful Kaizen customer care can be when joined with traditional customer service strategies.
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3.0 out of 5 stars
Has some good points,
By BernardZ (Melbourne, vic Australia) - See all my reviews
This review is from: Kaizen Strategies for Customer Care (Kaizen Strategies Series) (Hardcover)
This book is written in 1995, when Japan was still seen as a management example to follow. Today in 2010, it seems quite dated such examples.Having said that as a manager, I think I would find it hard to introduce such a scheme in my organization. In my experience companies would do better by promising less. Still the book has some good ideas, such as trying to find the root of the problem by repeatably asking "What did we do wrong?" and then "Why?" Also trying to get everyone involved.
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