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Breakthrough Customer Service: Best Practices of Leaders in Customer Support
ISBN: 978-0-471-64232-9
October 1997
456 pages
In today’s intensely competitive business environment, breakthrough customer service gives your organization the last strategic edge. Selling more product or providing the lowest price are quick-fixes, easily copied by competitors. But breakthrough customer service is not a quick-fix program. It changes the rules of the way your company (or even your industry) does business. And it can differentiate your business from the competition in a lasting way.
Breakthrough Customer Service: Best Practices of Leaders in Customer Support assembles an outstanding group of contributors. In thirty-six chapters, the best of the best provide real-life, anecdotal proof that outstanding customer support really is possible and describe how they are doing it in their own, or their clients’, organizations. Divided into six parts, Breakthrough Customer Service covers the entire range of practices your organization needs to excel at:
Best practices organizations don’t excel in only one area; no single thing distinguishes them. It’s the combination of practices—enabled by technology, with a pinch of organizational culture thrown in—that together create their uniqueness, and their leading position. If you want to grow and improve your business, learn from the best practices of others. With some minor adaptation, they will work within your organization’s culture to create breakthrough customer service.
Breakthrough Customer Service: Practices of Leaders in Customer Support enables you to learn from the very best. This book brings together an outstanding group of contributors—the leading individuals and companies that practise, provide, and teach the best practices in customer support including: