Available:*
Library | Item Barcode | Call Number | Material Type | Item Category 1 | Status |
|---|---|---|---|---|---|
Searching... | 30000004261065 | HF5415.5 B82 1996 | Open Access Book | Book | Searching... |
Searching... | 30000003607169 | HF5415.5 B82 1996 | Open Access Book | Advance Management | Searching... |
Searching... | 30000004261073 | HF5415.5 B82 1996 | Open Access Book | Book | Searching... |
On Order
Summary
Summary
If you've ever been treated rudely by a salesperson, transferred to multiple extensions while searching for information; waited endlessly "on hold" for assistance; been given incorrect information & no follow-up; or requested material that never arrived or was incomplete upon delivery, then you've experienced poor customer service. This problem, familiar to us all, frequently leads to lost business, as customers, feeling abused & mishandled, switch to the competition. The Enemy Within looks at this problem from a unique perspective, that of the employee. It ties employees at all levels directly into the process, focusing on the bottom-line benefits produced by good customer service. Skill-building exercises & humorous examples are included as well, to help managers get their customer service programs back on tract.
Author Notes
Dr Richard Buchanan has completed three degrees, and has taught at four business schools in the U.S. He has corporate experience at firms as diverse as Merrell Dow and Ford Motor Company. He ran his own nationwide consulting firm before emigrating to New Zealand in 1986.
In the time since then, the New Zealand economy has moved from being the worst in the OECD to being the best. During this period Dr Buchanan was hailed as "the most sought-after business speaker in New Zealand". He has worked with more than 100 firms, from multinational corporate giants, to government departments, to non-profit organisations and charities.
Table of Contents
| 1. How Companies and Customer Service Self-destruct | p. 1 |
| 2. Where Self-destruction Begins | p. 20 |
| 3. How Self-destruction Works in Workers -- and How to Stop it | p. 37 |
| 4. The 'Four-Letter Word' -- with More than Four Letters | p. 54 |
| 5. How Self-destruction Works in Owners | p. 68 |
| 6. How Self-destruction Works through Marketers | p. 83 |
| 7. How Self-destruction Works in 'Non-marketers' -- Who Want No Part of It! | p. 102 |
| 8. The 'Omnipotent Impotence' of Marketing (Part 1) | p. 120 |
| 9. The 'Omnipotent Impotence' of Marketing (Part 2) | p. 138 |
| 10. Know the Enemy and They Are Yours | p. 148 |
| 11. Barriers, Bothers and Business | p. 168 |
| 12. Creating a Non-destructive Culture | p. 189 |
| 13. Barrier-based Marketing in Ten Easy Steps (or Five Hard Ones) | p. 207 |
| 14. Maximum Certainty -- in a Very Uncertain World | p. 236 |
