{"product_id":"breakthrough-customer-service-9780471642329","title":"Breakthrough Customer Service","description":"\u003cb\u003eBook Synopsis\u003c\/b\u003e\u003cbr\u003eThis reference offers coverage of aspects of customer service and support. Contributors from companies including Coopers \u0026amp; Lybrand, IBM and Xerox offer advice on creating the corporate culture, establishing and using the right measurements and standards, and short- and long-term strategic planning.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eTable of Contents\u003c\/b\u003e\u003cbr\u003ePartial table of contents:\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN CREATING A STRATEGIC APPROACH TO CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Customer Service as a Basis for a Breakthrough Business Strategy (M. Hanley).\u003cbr\u003e \u003cbr\u003e Why Take a Best Practices Approach?: Creating Added Value for Customers (H. Bolton).\u003cbr\u003e \u003cbr\u003e A Leader's Perspective on Becoming Customer-Driven (E. Kahn).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN CREATING AND USING MEASUREMENTS AND STANDARDS TO ACHIEVE EXCELLENCE IN CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Measuring Customer Satisfaction Effectively (D. Wilkerson).\u003cbr\u003e \u003cbr\u003e Customer Complaints: Are You Getting Enough?\u003cbr\u003e \u003cbr\u003e (J. Rosen).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN ACHIEVING PROCESS IMPROVEMENT.\u003cbr\u003e \u003cbr\u003e Laying the Groundwork for Successfully Implementing Process Improvement (S. Patel).\u003cbr\u003e \u003cbr\u003e The Benefits of ISO Certification (L. Brandt).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN USING TECHNOLOGY TO ACHIEVE BREAKTHROUGH CUSTOMER SERVICE.\u003cbr\u003e \u003cbr\u003e Why Fewer Customer Support Centres Are Better: KeyCorp Case Study (J. Berish, et al.).\u003cbr\u003e \u003cbr\u003e Are You Ready for Electronic Commerce?\u003cbr\u003e \u003cbr\u003e (S. Brown \u0026amp; D. MacCallum).\u003cbr\u003e \u003cbr\u003e BEST PRACTICES IN WORKPLACE MANAGEMENT: THE IMPORTANCE OF THE PEOPLE FACTOR.\u003cbr\u003e \u003cbr\u003e Leading a Customer-Focused Organization (J. Daly).\u003cbr\u003e \u003cbr\u003e The Role of the Knowledge Worker in Customer Care (S. Patel).\u003cbr\u003e \u003cbr\u003e BRINGING IT ALL TOGETHER: BEST PRACTICES OF INDUSTRY LEADERS.\u003cbr\u003e \u003cbr\u003e Best Practices of Leaders in Financial Services: Tomorrow's Leading Retail Banks (B. Bound \u0026amp; R. Taylor).\u003cbr\u003e \u003cbr\u003e Best Practices of Leaders in the Public Sector (I. Littman).\u003cbr\u003e \u003cbr\u003e Appendices.","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":49402647806295,"sku":"9780471642329","price":23.19,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0817\/1739\/5799\/files\/9780471642329.jpg?v=1730481105","url":"https:\/\/bookcurl.com\/products\/breakthrough-customer-service-9780471642329","provider":"Book Curl","version":"1.0","type":"link"}