Outstanding Customer Service: Implementing the Best Ideas from Around the World (Financial Times Series)

Customer service and support is an activity that has previously been undermanaged. In many cases, companies have regarded service as a necessary evil that absorbs costs, or they have left it to third-party providers.
Companies are now realizing that effective customer service and support can win business and establish valuable customer relationships. Providing an outstanding level of customer service has become a major and necessary business challenge for the 1990s.
Outstanding Customer Service is a practical guide to service and support strategy and its effective implementation. This how-to resource includes examples from around the world that explain the principles and demonstrate the different approaches that companies have taken to successfully implement a customer service and support program; possible pitfalls that can impede progress in reaching customer service and support goals; differences in business culture and their implications; and how successful customer service and support programs must involve the whole organization to be effective.
This book offers those responsible for customer service and support a way to review their own programs and an opportunity to assess and improve their own customer service activities.