The creation of a massive global marketplace has brought with it an urgent demand for superior quality and competitive customer service. Talented executives who have not only met this demand, but exceeded and thrived upon it, share their perspectives and strengths throughout this volume. Best of Class features over 50 executives who have made superior service both a priority in and an asset to their companies. Actual case studies of customer service experiences are included for a practical guide to implement Best of Class in your own business or corporation. This compilation features articles from the perspectives of CEOs, senior and middle managers, quality consultants, and general business advisors, all addressing the timely topic of customer service.
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Editorial Reviews
Review
Real customer responsiveness is a highly developed are form, and we need lots more of it in the business world. -- —Karl Albrecht
Today, customers expect excellent service. They aggresively demand extras, and believe they ought to complain about any perceived flaw. --—Grace Major
Today, customers expect excellent service. They aggresively demand extras, and believe they ought to complain about any perceived flaw. --—Grace Major
About the Author
Ken Shelton is the founder and editor-in-chief of Executive Excellence Publishing, publisher of Executive Excellence and Personal Excellence magazines. He is the author of Beyond Counterfeit Leadership (1997), and Real Success (1999), and served as writer-editor for Stephen R. Covey's Seven Habits of Highly Effective People (1988) and Principle-Centered Leadership (1991). In the past 25 years Shelton has written over 5,000 articles for publication, co-written best-selling books, and edited 36 books on business ethics, team management, and leadership. He has served as a business and marketing consultant to many chief executives, authors, and publishers, and has been a featured speaker at business and leadership conferences throughout the United States, Europe, and Asia. Ken has a Master's degree in Organizational Communications from San Diego State University. Ken and his wife Pam are the parents of three sons and now live in Provo, Utah.
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