Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers

Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers

Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers

Creating and Sustaining a Superior Customer Service Organization: A Book about Taking Care of the People Who Take Care of the Customers

Excerpt

Empires don't exist because there are great individuals
who force their leadership upon resistant followers.
Empires exist because individuals want to be part of a
group, want to have the security that can only be had if
one is part of a group, want to be held in high esteem by
those above and below them in the group's pecking or
der, and want a place to build and lead—even if they are
not the supreme builder or leader that history will re
member.

Lester Thurow, Head to Head
(Former Dean, School of Business)

First and foremost this book is about human beings: their motivations, feelings, needs, spirit, loyalty, and productivity. It is also about those who manage human beings, their motivation, loyalty, attitudes, and behavior.

It's rare in past and present businesses and organizations to come across workers who are truly pleased with their management. It is even more rare to find someone who can tell you that they've had a long succession of great, or even good, managers throughout their careers. The negative stories and jokes about . . .

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