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1 of 1 people found the following review helpful:
5.0 out of 5 stars
An excellent template for a customer satisfaction program,
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. |
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Your Customer $ystem by Dr. Daniel R. Price (Paperback - March 5, 2001)
$14.95
In Stock | |
 
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