Your Customer $ystem [Paperback]

Dr. Daniel R. Price (Author)

Book Description

Publication Date: March 5, 2001

Learn the secrets of successful businesses as you build your award-winning—and profitable—customer service, satisfaction, and loyalty system! Wouldn’t it be great to grow your business, make more money, win customer service awards, and keep your highly skilled employees? This first of it’s kind guide shows you how to successfully apply for the Excellence In Customer Service (EICS) Award and other similar awards. This book is your systematic guide to increasing customer service, satisfaction, loyalty, and employee retention.

You will discover how to:

1. Apply a new customer service model, the Four P’s of Your Customer System
2. Successfully put together an EICS Award package
3. Audit your own organization with the EICS Award criteria
4. Build Your Customer System that successfully measures and helps you increase customer service, satisfaction, and loyalty
5. Keep highly trained employees
6. Increase your bottom line

Editorial Reviews

Review

...Price has outlined a systematic framework for businesses to begin the process of continuous improvement in relation to customer service. -- Rob Merrion, President, Remco Equipment Company

By following his guidelines in this book a business can move to greater heights in employee/customer loyalty and profits. -- Carol Odell, Executive Director of the Better Business Bureau of the Pikes Peak Region

If you want to move ahead or stay ahead of your competition, read this book. -- Dave Morgan, Director of Business Innovation, DACOM, D. Appleton Company

About the Author

Dr. Daniel R. Price is the President/CEO of Winning Ways Management, Inc., a consulting practice specializing in management issues, with a particular focus on customer systems, and project management. He has over 27 years of management experience in information technology, government, business, and higher education. Dan served 20 years as an officer in the United States Air Force. After the Air Force, he was the Managing Consultant at the MCI Year 2000 Project Management Office and was the Director of Business Development and Acting Chief Operating Officer at Strategic Innovations Consulting, Inc. Dr. Price has a Bachelor of Science degree from the U. S. Air Force Academy, a Master of Public Administration degree from the University of South Dakota, and a Doctor of Management degree from Colorado Technical University.

Product Details

• Paperback: 136 pages
• Publisher: Winning Ways Management, Inc. (March 5, 2001)
• ISBN-10: 0970746105
• ISBN-13: 978-0970746108
• Product Dimensions: 8.2 x 5.2 x 0.5 inches
• Shipping Weight: 5.6 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #7,623,014 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

5.0 out of 5 stars An excellent template for a customer satisfaction program, February 19, 2002

By 

Jim LeDoux (Colorado) - See all my reviews

This review is from: Your Customer $ystem (Paperback)

Dr. Price's book is an excellent step-by-step approach to evaluating, planning and implementing a customer satisfaction program within a company. The book is very detailed in the steps to take to get to a solid customer management system and is not for light reading. It takes the processes developed by numerous experts in the customer management industry and lays those processes out in an easy to follow template, using the Baldrige Award and the Colorado Pike Peak Better Business Bureau's 'Excellence In Customer Service (EICS)' Award criteria as it's backdrop.

The most significant benefit of this book is that it steps through the process a person needs to take to implement a working customer system and explains the rationale for those steps along the way. The diagrams and charts give considerable help in understanding the steps.

Any QA manager, director or corporate CEO would greatly benefit from this book as it saves considerable time one would need to use to go through numerous books to understand the basic customer system concepts.