Generations at Work

Zemke and Woods lay it on the line: The primary goal of business is to satisfy the needs and expectations of customers. Profit, then, is a measure of how well you have achieved that goal. Then they plunge into letting experts tell you how to do this. Subjects covered in helpful detail include training employees, better satisfying customers by looking at your business from their viewpoint, and handling dissatisfied customers. (First step on that last one: Listen fully and without interrupting.) E

Service-quality experts Connellan and Zemke know that many customer-service programs sputter after a few months. They show you how to keep your employees enthusiatic and your customers enthralled.

These authors researched 101 companies and tell how the companies achieved success by concentrating on improved service. You can profit from their findings.

This summary is must reading if you're concerned about service and want to get ahead of the competition. Zemke and Albrecht have earned their reputations as authorities on customer service.