Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With

This reference offers coverage of aspects of customer service and support. Contributors from companies including Coopers & Lybrand, IBM and Xerox offer advice o

Presents the ten key guidelines for moving an organization to service excellence and keeping it there. Illustrates principles with down-to-earth examples for bo

In this book, nine librarians from across the country describe their libraries’ best practices in this key area. Their contributions range from all-encompassi