The past decade has seen a vast upsurge in the importance attached to customer service from businesses operating in both the B2B (business to business) and B2C (business to consumer) fields. This increased activity has paid major benefits to early adopters. Differentiation through service is rapidly becoming a vital addi- tion to any business process. Organisations that are at the fore- front are reaping benefits in terms of customer loyalty, customer retention and employee satisfaction. Yet this is just the tip of the iceberg | At last a visionary yet implementable and accessible guide to the creation of impressive world class service strategies and practices including leading-edge and benchmark case studies from National Customer Service Awards finalists. Dr Ted Johns Chairman Institute of Customer Service Customer nee Man ment In association with cusTomer Written by Mike Faulkner management Ecited by Steve Hurst Adrian Tripp CUSTOMER management EXCELLENCE MIKE FAULKNER JOHN WILEY SONS .
