* A practical guide to developing a customer service strategy * Packed with advice, worksheets, exercises, tools and proven techniques * Expert, jargon-free guidance that all business people can follow * Free CD-ROM containing a 40-minute video presentation from the author. Customer service is about giving customers experiences that make them come back, and it's about measuring and improving every process involved. Here is a book that provides the framework for applying sound management principles to all parts of a business that touch the customer. The authors take a holistic view and enable the reader to prepare, manage and change a business to get the most out of customer relationships. The approach taken in the book will enableany manager to design, develop and implement a total customer service approach. The text covers five key areas: understanding customers; developing a service strategy; delivering service through people; delivering service through...

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