Serving Internal and External Customers by Anne Swartzlander Ph.D. and Anne Swartzlander (2003, Paperback)

Exceptional customer service leads to customer loyalty and retention and, ultimately, to organizational success. It happens whenever, wherever and however customers interact with the organization.

Strategy, Systems and People topics are presented in a manner that allows the reader to share experience, broaden perspectives and supplement existing skills.

Research and expert commentary substantiate and demonstrate the effects that make a difference to any organizations bottom line.

This unique book is a customer service training reference/workbook, with a customer-centered orientation model. Its integrated approach emphasizes a business organization's service philosophy and strategy, its systems, and the people-management policies that allow the business to succeed in the 21st century. With its comprehensive coverage of customer service communication “best practices,” Customer Service” provides innovative concepts and techniques appropriate for both experienced and entry-level customer service providers. This interesting and informative book is necessary reading for vice-presidents, directors, managers, and supervisors in Consumer Affairs; customer service managers, directors and managers of Call Centers, managers and supervisors in Customer Relations; Customer Support managers; and Customer Service trainers.

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