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1. [Graphic image, not reproduced.]
2. Vice President Al Gore, "Common Sense Government," Random House, 1995, p. 27.
3. Technical Assistance Research Program (TARP), John A. Goodman, Ted Mar, and Liz Bright, "Customer Service: Costly Nuisance or Lowcost Profit Strategy?," Journal of Retail Banking, Fall 1986.
4. Steven Covey, "Seven Habits of Highly Successful People."
5. Technical Assistance Research Program (TARP), "Maximizing Customer Satisfaction and Directly Linking to the Bottom Line," June 1990, p. 4.
6. [Graphic image, not reproduced.]
7. Technical Assistance Research Program (TARP), "Building a World-Class Service System and Setting Rational Priorities," June 1995, p. 2.
Table of Contents
Executive Summary
Overview
Leadership Strategies for Satisfying Customers
Information and Analysis
Planning
Human Resource Development and Management
Managing Customer Expectations and Satisfaction
Complaint Process Management
Business Results
Appendix I: Reinventing Complaint Resolution
Footnotes
Entire Guide
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