Publisher's Synopsis
The aim of this book is to provide you with a pragmatic approach on how to improve customer service in your business. It may also help managers improve their own customer service levels and impact the service culture within their units or departments. Though, ultimately it's the business leaders that drive customer service culture and I trust that this book will assist them in making it happen.In this book, I define the difference between customer service and services, as well as identify all the roll players and address the actions that are necessary to improve internal and external customer service.It's my belief that once the principles and practices discussed in this book are implemented, a business will reap the benefits of an improved customer service culture.
