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From small-town chicken outlets to suburban furniture stores to corporate giants such as Southwest Airlines, extraordinary service in American companies has become the key to financial success. In this book, a wildly popular speaker on the subject uncovers the secrets to delivering qoutrageousq customer service.Unforgettable Service--guilt-free Selling T. Scott Gross ... hiring customer- centered employees and drilling them until there is no doubt as to what constitutes good customer service. ... Story: Service stories seem to come looking for me. ... We listened only politely until he mentioned a restaurant that sounded especially good.

Author:T. Scott Gross
Publisher:AMACOM Div American Mgmt Assn - 1998


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