The Enemy Within: Actions That Self-Destruct Companies, Customer Service and Jobs
By Richard W., Ph.D. Buchanan.
Description
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 and 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 and mishandled, switch to the competition. The Enemy Within looks at this problem from a unique perspective, that of the employee. It ties empl...
ISBN(s)
0074703242, 9780074703243
