Publisher's Synopsis
This book givers you detailed step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organisation derives from impressions made by all employees upon the organisation's customers. This book is written for managers -- for senior and middle managers who influence the service quality of a company by deciding what employees who deal directly with customers will do, how they will do it, and, initially, whether they will do it at all. They tell employees what is expected of them in terms of customer service; and they evaluate and report to them their service performance.
