Leadership and the customer revolution

Leadership and the customer revolution

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Gary Heil--an internationally recognized change-management consultant whose clients include Walt Disney World, Federal Express, and The Hard Rock Cafe--teams up with Rick Tate and Tom Parker to show how managers can harness change and rebuild their organizations to achieve legendary customer satisfaction.If, as leaders, our personal day-to-day actions reflect our stated commitment and we regularly aquot;walk our talk, aquot; then the front line ... aquot;Ia#39;m sorry/a#39; she said, aquot;but Ia#39;m not allowed to quote prices over the phone.aquot; aquot;Seems like a stupid policy, aquot; we suggested, aquot;particularly when your radio ads boast about your great customer service.

Title:Leadership and the customer revolution
Author:Gary Heil, Tom Parker, Rick Tate
Publisher:Van Nostrand Reinhold Company - 1995-01-01


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