Placing customers at the heart of the business

January 2003
Management Services;Jan2003, Vol. 47 Issue 1, p3
Academic Journal
"The Customer Service Workbook," by Neville Lake and Kristin Hickey offers advice to organizations to improve customer service. The book includes case studies, exercises and expert advice on customer service. Ten key elements of customer service are discussed in the book. These include getting into the heads and hearts of customers, getting the facts through straightforward research, creating a culture that compels great service and using the positive power of complaints.


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