000			02087 a2200181 4500
008			121001b xxu||||| |||| 00| 0 eng d
020			_a978-0471642329
082			_a658.812
100			_aSTANLY A. BROWN _94507
245			_aBREAKTHROUGH CUSTOMER SERVICE: _bBEST PRACTICES OF LEADERS IN CUSTOMER SUPPORT
260			_c1997 _aJOHN WILEY _bMISSISSAUGA
300			_aXVII, 434 P. _bHARD
520			_aPraise 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."
650			_aCUSTOMER SERVICE _94508
650			_aCRM _94509
942			_2ddc _cBK
999			_c28896 _d28896