Creating Customer Connections
ISBN10: 1563431491 ISBN13: 9781563431494 Publisher: Silver Lake Published: Nov 1 1996 Pages: 317 Weight: 1.75lbs. Height: 11.00" Width: 8.75" Depth: 0.75" Language: English
This book offers business people a practical guide to improving their customer service functions-whether that entails a bank of representatives or a couple of partners answering their own phones. Jack Burke points out that, as important as customer service is, it's a discipline that's often overlooked by smaller companies. Drawing on more than 20 years of doing business in the customer-contact field, he provides excellent case studies and interviews.