Summary

This easy-to-read book provides guidelines for the creation of service and market supremacy by using customer service as a strategic tool. Among the 101 lessons covered are: *developing a competitive frame of mind *guidelines for executives and managers as to how this can be achieved *creating the proper service infrastructure *the practices necessary to create service supremacy *how employees should behave when interacting with customers. The book also provides fundamental reminders as to the importance of service as a strategic weapon. It is an invaluable aide to any business wishing to increase its market share and retain customer loyalty.