Synopsis
The goal of customer satisfaction isn′t the sole responsibility of frontline employees. This guidebook illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied. You′ll get valuable information on the costs and benefits of customer retention, tools for measuring internal customer satisfaction, and more!
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About the Author
RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald′s. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.
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