Monitoring, measuring, and managing customer service

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"In this book Goodman identifies the core behaviors that make up excellent customer service - as defined by the customer - and provides managers with a set of proven tools for promoting and maintaining it, transaction after transaction." "Using methods that have been developed and field tested to consistently produce award-winning levels of service at Xerox, Polaroid, DuPont, and other top companies, Goodman shows managers how to train their reps to replicate a well-thought-out and highly productive service routine, in person and over the telephone."--Jacket.