Customer Service Operations: The Complete Guide »

Distills a wealth of practical information into concise, step-by-step explanations that cover virtually every situation you are likely to face. Youll discover eye-opening solutions to the real-life problems you encounter as a customer service manager. A hands-on encyclopedic reference crammed with proven methods, action plans, & advice about how to avoid dangerous pitfalls & how to position yourself for success. Filled with real-world examples you can easily adapt. Youll find model mission statements, formulas for setting quality standards, & new ways to keep focused on customer needs. Illustrated.