Description
Ron Zemke, co-author of the bestselling Service America!, is a noted business consultant who has established the concept of customer service as a high priority for our leading companies. Now, in THE SERVICE EDGE he gives us the definitive inside story of how America's 101 top service companies and organizations create, manage, and maintain their edge. It is an indispensable guide for anyone charged with improving service quality and through it, the bottom line - in the face of fierce competition, a shrinking labor pool, uncertain financial and regulatory conditions, and the ever-quickening pace of change in the marketplace.
As this landmark investigation of service in America makes clear, the assumption that service is, and must be, lackluster and mediocre is no longer valid. Savvy managers in organizations of every size and description have discovered that a handsome payoff awaits those who learn to meet and exceed their customers' needs and expectations. The 101 service leaders come from all segments of business, industry, and even government: from such household names as American Airlines, Xerox, and Federal Express to such small innovators as Chicken Soup (daycare with a difference in Minneapolis) and Super- Shuttle (the Los Angeles airport limo), they are turning quality service into a powerful competitive edge-the service edge.
Here, based on intensive research, pointed analysis, and vivid case studies, are the operating principles of quality service-and 101 role models for the new American manager. Executive strategies and frontline tactics alike are explored in fascinating detail-not only who provides outstanding service, but how they do it and why they believe it is so important.
In an economy built on companies that perform rather than produce, those who serve best stand to profit most. Customers reward those who achieve the service edge.
ISBN:9780453006477
