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Customer Service: The Competitive Weapon for the 1990s Demand for total customer service is rolling over business like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy. Total Customer Service shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in business wars. The Six-Point Plan for Gaining the Competitive Edge* Devise a service strategy* Get top managers to behave like customer service fanatics* Concentrate on motivating and training employees* Design products and services that make good customer service possible* Invest in service infrastructure* Monitor achievement of customer service goals