Customer Management Excellence

This book will reflect some of the current thinking behind today’s front-runners in the service excellence environment. It will highlight some current trends and give realistic timeframes for implementation and adoption of those trends. It will challenge some thought processes and it will celebrate the achievements of some of the most innovative organisations adopting the customer service excellence mantra. M. Faulkner ; ed.: St. Hurst, A. Tripp ISBN 0-470-84853-7

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