This book provides case studies to show what is meant by customer service: the value of satisfied customers, how to identify, meet and exceed customers' needs and expectations, and how to keep customer services under constant review and improvement. Case study examples include the Metropolitan Police and the East Sussex Health Authority. The author's previous book is Not for Bread Alone.

Full Steam Ahead 1998, Random House (UK)

ISBN-13: 9780712656481

Hardcover

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Full Steam Ahead 1998, Random House (UK)

ISBN-13: 9780099251811

Mass-market paperback

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