25 Management Lessons from the Customer's Side of the Counter

by James H. Donnelly Jr.

Providing guidelines to keep customers happy, this text shows the key areas where companies must improve performance before they can improve their level of customer satisfaction. It covers what... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0786310049
• ISBN13: 9780786310043
• Release Date: June 1996
• Publisher: McGraw-Hill Companies
• Length: 214 Pages
• Weight: 0.50 lbs.
• Dimensions: 0.6" x 5.4" x 8.0"

Customer Reviews

The examples tell the story

Having read many management books by a number of authors, I have to place this one up at or near the top. The thing that makes Donnelly so effective are his examples, both those showing poor and good customer service. The examples are ones that most of us can easily relate to and every time I read the book, I recall new but similar circumstances I have encountered. I believe this book should be required reading for every manager (and even the rest of the staff) who is in the customer service business. Many times we can't realize how bad we are until we hear someone else relate their stories.

A must read for managers and other upper-level employees.

25 Management Lessons from the Customer's Side of the Counter should be read by managers and upper-level employees of all companies. Although the title may lead someone to believe this book enhances marketplace satisfaction for a customer, this book clearly provides lessons to improve the overall quality of a company by improving the many internal aspects of company operations. If your company is not operating to its full potential, I strongly suggest reading this book.

Must read.

When you read 25 Management Lessons From the Customer's Side of the Counter, you will learn important business principles in 3 distinct management areas: customer satisfaction, managing people & leadership. For instance, who's job is it to keep the customer happy ? Dr. James H Donnelly is the Thomas C. Simons professor in the Gatton College of Business & Economics @ the University of KY. For 20 years, I've known that Jim Donnelly has a sense of humor, in addition to his professional credentials. Now I know you'll learn something from reading 25 Management Lessons From the Customer.