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Rating: 
Summary: I am thankful for a job well done
Review: I am CEO of a company in Asia that provides technical support for medical equipment. I employ many "engineers" in several countries. While my team has a very solid grasp of the science side of engineering - on average they have been rather weak on the "art" side of technology support. It is safe to say that this is a global phenomenon. I needed a tool to help them understand the complexities of post production service and most importantly - customer satisfaction."AFTER THE SALE" says it all. I would like to formally thank the authors for writing the book that is saving my company a lot of time and money" - and keeping my customers satisfied. I have not only purchased this book - but all of the other technical support books by the same author. A good use of my companies resources! Brian de Francesca, CEO - Asia Bio Systems (360) brian@asiabio.com
Rating:
Summary: I am thankful for a job well done
Review: I am CEO of a company in Asia that provides technical support for medical equipment. I employ many "engineers" in several countries. While my team has a very solid grasp of the science side of engineering - on average they have been rather weak on the "art" side of technology support. It is safe to say that this is a global phenomenon. I needed a tool to help them understand the complexities of post production service and most importantly - customer satisfaction. "AFTER THE SALE" says it all. I would like to formally thank the authors for writing the book that is saving my company a lot of time and money" - and keeping my customers satisfied. I have not only purchased this book - but all of the other technical support books by the same author. A good use of my companies resources! Brian de Francesca, CEO - Asia Bio Systems (360) brian@asiabio.com
Rating:
Summary: AFTER THE SALE
Review: Joe Patten & William Bleuel have succeeded in providing a quality book that packages the key functions, duties and deliverables in a single text. It is a must for new service managers and is written in a hands-on real world style that matches the needs of both new and experienced managers, whether it is to learn new techniques, improve their understanding of key elements, or review current practices for potential change. It focuses on the core processes within service with a strong attention to detail, quality and delivery. Most of all it is a text that has something for everyone and does not shy away from measurement or implementation issues. It's a great primer and there is no question readers will save a bit of "scar tissue" by applying the principles presented. In addition this text, and others like it, are desparately needed in business schools. Customer service has too long been missing in undergraduate and graduate education. With the services industry becoming a focal point of our economy, Mr.Patton and Bleuel's text is very timely and it is encouraging to see a few of our institutions. recognize the need to incorporate this within their management programs.
Rating:
Summary: AFTER THE SALE
Review: Joe Patten & William Bleuel have succeeded in providing a quality book that packages the key functions, duties and deliverables in a single text. It is a must for new service managers and is written in a hands-on real world style that matches the needs of both new and experienced managers, whether it is to learn new techniques, improve their understanding of key elements, or review current practices for potential change. It focuses on the core processes within service with a strong attention to detail, quality and delivery. Most of all it is a text that has something for everyone and does not shy away from measurement or implementation issues. It's a great primer and there is no question readers will save a bit of "scar tissue" by applying the principles presented. In addition this text, and others like it, are desparately needed in business schools. Customer service has too long been missing in undergraduate and graduate education. With the services industry becoming a focal point of our economy, Mr.Patton and Bleuel's text is very timely and it is encouraging to see a few of our institutions. recognize the need to incorporate this within their management programs.
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