Total Customer Service: The Ultimate Weapon

By Bill Davidow and Bro Uttal

The demand for total customer service continues to roll over businesses like a juggernaut. Companies that master service will triumph; those that ignore it will be swept into bankruptcy.

Total Customer Service (Harper Perennial)shows why understanding customer service is imperative, how to achieve it, what it costs, and provides a six-point plan for acquiring the decisive weapon in business wars.