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Summary
Summary
Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied.
What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.
Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.
Reviews 1
Choice Review
Stamatis (president of Contemporary Consultants Company) develops a model of total quality service (TQS). Focused on a firm's customers, TQS, in a manner similar to that of total quality management (TQM), emphasizes goal-oriented behavior through the establishment of performance standards. The author makes excellent use of graphics and an outline style in his presentation. The volume contains numerous appendixes that provide information relevant to implementing TQS, e.g., "A Generic Continual Improvement Tool Matrix"; "Examples of Cost of Quality Items in Service"; "Key Components of Customer Service"; How to Establish a Customer Service Plan for Your Company"; and "How to Design, Implement, and Manage a Superior Customer Service Program." Although designed for management personnel, the volume is an excellent reference for business students. A selected bibliography and topic index conclude the presentation. See also Michael Lowenstein's Customer Retention: An Integrated Process for Keeping Your Best Customers (CH, Sep'95), which provides a series of introspective exercises for the reader; and Michael Milakovich's Improving Service Quality: Achieving High Performance in the Public and Private Sectors (CH, Oct'95), which is organized by industry sectors with case studies. Although they overlap somewhat, each book is unique in approach and coverage. Upper-division undergraduate through professional. S. R. Kahn; University of Cincinnati
