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Author Frei, Frances.
Title Uncommon service : how to win by putting customers at the core of your business / Frances Frei, Anne Morriss.
Published Boston, Mass. : Harvard Business Review Press, c2012.
Book Cover

 Floor3  HF5415.5 .F728 2012    IN LIBRARY
Description x, 247 p. : ill. ; 24 cm.
Contents Truth #1: you can't be good at everything -- Truth #2: someone has to pay for it -- Truth #3: it's not your employees' fault -- Truth #4: you must manage your customers -- Now multiply it all by culture -- Getting bigger.
Bibliography Includes bibliographical notes (p. [227]-231) and index.
Summary Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Subject Customer relations.
Customer services.
Service industries -- Management.
Related Names Morriss, Anne.
ISBN 9781422133316 (alk. paper)
1422133311 (alk. paper)
OCLC number 770616997