Breakthrough Customer Service: Best Practices of Leaders in Customer Support
Stanley A. Brown
Wiley, Oct 1, 1997 - Business & Economics - 456 pages
Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."
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achieve activities added value agent AlliedSignal application areas assess audit Ault Foods automatic call distributor banking Bell Canada benchmarking best practices Bob Phillips breakthrough customer service business processes call centre caller CHAPTER clients communication company's competitive computer telephony integration Coopers & Lybrand corporate cost create critical cross-functional customer focus customer needs customer satisfaction customer-focused customer's custopr database deliver delivery effective electronic commerce employees ensure example expectations feedback FIGURE financial service focused functions goals gtrongly Hugh Bolton identify implementation important industry integrated internal Internet KeyCorp leaders loyalty mbanx measures ment nizations operations organization's organizational outsourcing percent performance process improvement PSTN relationship responsibility Ritz-Carlton segmentation Sierk staff standards Step strategy success supplier survey telemarketing telephone tion top-performing organizations Toronto understand