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

(Hardback)

Publishing Details

Classifications

Physical Properties

Description

Poisant reveals the "secrets" of superior customer service organizations. He redefines the role of management and organizations, taking the reader on a journey and discovering the true nature of superior managers and organizations. Those in management positions who seek to understand how to better motivate their employees and better serve their customers will find the answers they are searching for here.

Reviews

"At a time when there is overpowering emphasis on companies by Wall Street and investors, it is good to see that someone is still really focused on what counts in business and that is CUSTOMERS and EMPLOYEES. Poisant does an excellent job of putting that focus into perspective for the reader."-Les Alberthal Retired Chairman and CEO, EDS
"From Disney to EDS to the Olympics, Jim's practical approach to achieving astonishing customer service is inspiring!"-William Marre, Co-Founder Covey Leadership Center
"I found the book to be a terrific combination of time honored management principles and innovative new ideas! Clearly it would be a valuable resource for students of management and new managers, an enjoyable refresher to the seasoned manager and a guidebook to anyone trying to improve the performance of even the most successful of service organizations. I have seen the valuable results that can be achieved from applying the ideas and practices."-Bob Laurence, Chairman Emeritus The World Information Technology & Services Alliance (WITSA)
"Jim Poisant has written a fascinating book that explains how to put customers at the very center of the organizations that seek to serve them. As one of Jim's many satisfied customers, I recommend this book to anyone who wants to build an organization that puts customers first. It works!"-Mark Grady, Dean George Mason University School of Law
"The management principles Jim Poisant writes about really work. I have seen him put them in action at the 1998 World Congress and two Global Internet Summits."-Alfred Berkeley, Vice Chairman Nasdaq Stock Market
"This is not a book for people who want to learn about managers, rather it is a book for managers who need to understand people, and who will discover that corporate success ultimately depends on leaders who put a premium on better service to people."-Jack Marsh, Attorney at Law Former Secretary of the United States Army

Author Bio

JIM POISANT is President/CEO of Poisant International, LLC, a management consulting firm specializing in senior level international congresses and summits that focus on Information Technology.