This text offers guidelines on what it takes to deliver outstanding service. It presents over 50 explicit rules for delivery service quality and it argues that in order to gain competitive advantage in customer service, companies must focus on retaining customers. The book's findings are based on dozens of company examples and a decade of research.
- ISBN10 0875845703
- ISBN13 9780875845708
- Publish Date 1 March 1995
- Publish Status Out of Print
- Out of Print 2 June 2021
- Publish Country US
- Imprint Harvard Business Review Press
- Format Hardcover
- Pages 320
- Language English