Breakthrough Customer Service: Best Practices of Leaders in Customer Support [Hardcover]

Stanley A. Brown (Editor)

Book Description

ISBN-10: 0471642320 | ISBN-13: 978-0471642329 | Publication Date: February 1998 | Edition: 1

Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."

Editorial Reviews

Review

Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge! Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service. If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries. A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities. A great management tool, it provides real-world examples and effective solutions that can be applied to your business. This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results.

From the Publisher

This book brings together in one volume some of the leading ideas and practices in the field of customer service and support. Editor Stanley Brown has compiled an outstanding group of contributors who offer their first-hand success stories that explore every aspect of the field, including: creating the right corporate culture, establishing and using the right measurements and standards, short and long term strategic planning, using state-of-the-art technology to your company's best advantage, and more.

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Product Details

• Hardcover: 456 pages
• Publisher: Wiley; 1 edition (February 1998)
• Language: English
• ISBN-10: 0471642320
• ISBN-13: 978-0471642329
• Product Dimensions: 9.2 x 6.1 x 1.4 inches
• Shipping Weight: 1.7 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #1,514,059 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

25 of 35 people found the following review helpful:

5.0 out of 5 stars An excellent guide to excellence in customer service, September 19, 1999

By A Customer

This review is from: Breakthrough Customer Service: Best Practices of Leaders in Customer Support (Hardcover)

This book departs from the standard practice of empty rhetoric penned by starry-eyed academians. In THIS book, we see what real people do for real success.

I was able to formulate my own plan for success, by looking at what these people do. This vicarious learning is the best approach for such a subject matter, and it has become a competitive advantage for my company.