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Total Customer Service: The Ultimate Weapon: A Six Point Plan for Giving Your Company the Paperback – November 13, 1990


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Product Details

  • Paperback: 256 pages
  • Publisher: Harper Perennial; First Edition edition (November 13, 1990)
  • Language: English
  • ISBN-10: 0060920092
  • ISBN-13: 978-0060920098
  • Product Dimensions: 5.3 x 0.6 x 8 inches
  • Shipping Weight: 7.2 ounces
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Best Sellers Rank: #1,293,572 in Books (See Top 100 in Books)

Editorial Reviews

From Library Journal

Poor performance is becoming more of the norm in today's business environment. This book, to be serialized in the Harvard Business Review , examines this "service crisis" and offers explanations as to why it has developed and how organizations can change it. Six basic elements are presented which the authors feel are essential for improving customer services: strategy, leadership, personnel policies, design, infrastructure, and measurement. Individual chapters are devoted to each of these areas. Thoroughly researched and well written, this is similar in theme to Linda Silverman Goldzimer's I'm First: Your Customer's Message to You , with Gregory L. Beckman ( LJ 4/1/89). Recommended for most collections. Fortune and Macmillan Book Club alternates.
- Robert Logsdon, Indiana State Lib., Indianapolis
Copyright 1989 Reed Business Information, Inc. --This text refers to the Hardcover edition.

About the Author

William H. Davidow (at right) is a general partner at Mohr, Davidow Ventures in Menlo Park, California. He has held senior marketing positions at Hewlett-Packard and Intel, and he is the author of Marketing High Technology. Bro Uttal (at left) is a consultant who focuses on problems of technology management. He coauthored this book while a member of the Board of Editors of Fortune magazine. --This text refers to an out of print or unavailable edition of this title.

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Most Helpful Customer Reviews

12 of 12 people found the following review helpful By A Customer on August 8, 2000
Format: Paperback
I highly recommend this book to anyone who wishes to excel in giving good customer service. I have a background in retail, social psych, and market research, with experience in customer satisfaction research studies - and I found this book extremely useful. Not only did I learn a lot from it, but it also put much of what I have learned along the way (and feel as a consumer) into writing! It can help you plan a customer service program for your store or company, whether your company is brand-new or pre-existing. It is a little dry at times, but also has some great examples of what you should do or not do. I'd buy the book just for them!
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