CUSTOMER MANIA!
Ken Blanchard, one of America's biggest best-selling authors and inspiring business leaders, writes of the key to customer service; creating a people-oriented, performance-driven, customer-first organization. Packed with practical insights, Customer Mania! emphasizes four critical steps: Set Your Sights on the Right Target: The bottom line grows from taking care of customers and creating a motivating environment for your people. Treat Customers the Right Way: Determine the kind of experience you want your customers to have as they interact with every part of the company. Treat Employees the Right Way: Use strategies ranging from smart hiring, to training and development, to managing performance and creating a recognition culture. Build the Right Kind of Leadership: You can't do it all yourself, so let your people put their own brains to work and then support them all the way.