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Title: On Great Service: A Framework for Action by Leonard L. Berry ISBN: 0-02-918555-6 Publisher: Free Press Pub. Date: 01 January, 1995 Format: Hardcover Volumes: 1 List Price(USD): $30.00

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Average Customer Rating: 4 (2 reviews)

Rating: 4
Summary: An Always Actual Framework To Action!
Comment: Even though this book was first published on 1996, the framework presented by Mr. Berry to achieve Extraordinary Customer Service is still valuable and actual. It has 13 chapters and each one gives a pure meaning of every treated subject. It's not another Customer Service book...It's an strategy customer service book.

Mr. Berry's insights can be applied from Face to Face to Call Center environments and it's a must-read to Top-Executives that have started a company focus change and are wondering why it's the innitiative failing or getting down the hills. The answers could probably be: Your company it's not competing for talented people, has not embrace the technology, has not empowered your front line teams or the most elementary one...maybe have not created yet a Customer Service strategy since the beginning (Of course, where everyone in the company was included, not only you). All this answers are ON GREAT SERVICE.

Extraordinary book.

Rating: 4
Summary: BERRY SE LUCE
Comment: LEONARD BERY SE CONSAGRA COMO UNO DE LOS PRINCIPALES AUTORES SOBRE EL SERVICIO Y LA MERCADOTECNIA DE SERVICIOS. MEJORAR LA CALIDAD DEL SERVICIO AL CLIENTE ES HOY UNA PRIORIDAD Y BERRY ES UN VISIONARIO DE ESTO. NO LO DEJEN DE LEER.

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