8. ADVERTISE AND SELL SERVICE, AND STAND BEHIND IT
$19.99
by Debra I Fuqua
THE COMPLETE GUIDE TO CUSTOMER SERVICE is sold in 10 different parts for $19.99 each:
I. IT STARTS WITH COMMITMENT
II. GET THE RIGHT PEOPLE TO DELIVER SERVICE
III. CREATE AN ORGANIZATIONAL STRUCTURE THAT FOSTERS SERVICE
IV. TRAIN AND DEVELOP PEOPLE TO DELIVER SERVICE
V. DELIVER PERCEPTION OF A SUPERIOR PRODUCT
VI. GEAR PERFORMANCE TO DELIVER SERVICE AS A NUMBER ONE PRIORITY
VII. CONTINUOUSLY CREATE OPPORTUNITY FOR PEOPLE TO DELIVER SUPERIOR SERVICE
VIII. ADVERTISE AND SELL SERVICE, AND STAND BEHIND IT
IX. BE READY TO DO HANDSPRINGS TO RESOLVE EACH PERCEIVED SERVICE FAILURE
X. MEASURE, EVALUATE, AND PAY ATTENTION TO ACTUAL SERVICE DELIVERY