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This practical, self-study book was developed to help you establish and manage a quality service operation. Learn how to determine customer needs, how to effectively and efficiently meet those needs, and how to continually measure your service level.

Coverage includes—

  • To show how to set quality service standards

  • To identify characteristics of a winning customer-service team

  • To provide proactive customer-service problem solving

  • To explain customer-service audits and feedback

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