Frei, Frances.
Uncommon service : how to win by putting customers at the core of your business / Frances Frei, Anne Morriss. - Boston, Mass. : Harvard Business Review Press, c2012. - x, 247 p. : ill.; 24 cm.
Truth #1: you can't be good at everything -- Truth #2: someone has to pay for it -- Truth #3: it's not your employees' fault -- Truth #4: you must manage your customers -- Now multiply it all by culture -- Getting bigger.
9781422133316 (alk. paper)
2011-029760
Customer relations.
Customer services.
Service industries--Management.
HF5415.5 / .F728 2012
658.8/12 / UNC 2012
BKE201814
Uncommon service : how to win by putting customers at the core of your business / Frances Frei, Anne Morriss. - Boston, Mass. : Harvard Business Review Press, c2012. - x, 247 p. : ill.; 24 cm.
Truth #1: you can't be good at everything -- Truth #2: someone has to pay for it -- Truth #3: it's not your employees' fault -- Truth #4: you must manage your customers -- Now multiply it all by culture -- Getting bigger.
9781422133316 (alk. paper)
2011-029760
Customer relations.
Customer services.
Service industries--Management.
HF5415.5 / .F728 2012
658.8/12 / UNC 2012
BKE201814
