Stresses the importance of customer service, and discusses employee and customer relations, service standards, evaluations, motivation and employee training

Keep the Customer!: Making Customer Service Your Competitive Edge

Business & Money

Desatnick, Robert L.

Management & Leadership

Houghton/Mifflin

This guide for human resource managers shows how to present the human resource management function to top management and how to effectively market human resource management throughout the organization. Provides people in this field with insights into the top management/business way of thinking. Compares the resolution of a long standing human resource issue to the successful introduction and marketing of a new product. Shows how to determine organizational needs from a customer/client perspective.

The Business of Human Resource Management: A Guide for the Results-Oriented Executive

wiley

The expanding role of the human resources manager

AMACOM

In this new book, Desatnick describes key strategies that have been used by companies as diverse as McDonald's and Citi-corp to achieve superior customer service.

Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization (Jossey-Bass Management)

Jossey-Bass, Incorporated Publishers

Provides a blueprint for building and maintaining a total organizational commitment to greater customer satisfaction. Examples from a wide range of businesses and nonprofit organizations and important new data from Hay Group surveys and studies offer an inside look at the training and management practices of seventeen companies noted for superior service. Describes how management, by establishing the highest standards of excellence, can create an organization that truly serves the customer.

Managing to Keep the Customer: How to Achieve and Maintain Superior Customer Service Throughout the Organization (Jossey Bass Business & Management Series)

Detzel, Denis H.

Jossey-Bass

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Books by Desatnick, Robert L.