This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you c

The tenets of excellent customer service are central to any organization that creates or delivers products or services In fact, excellent customer service is a

As libraries move into the 21st century, quality management has become a key focus of the effort to create a service culture that meets - and indeed exceeds - c

Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow