Effective Customer Service highlights the need to orient the entire organization towards customer service. It focuses on understanding the way the customers derive value from the services and how to use this knowledge to develop processes to actually deliver unmatched customer service. It is written in a lucid manner which is appropriate for the practitioners who are grappling with implementation problems. The context is set in manufacturing, engineering and construction business, industries where there is not enough literature on customer service so far, making it a rare and valuable book. |