The book covers customer service from a strategy viewpoint. It starts as the product is being developed and continues through the product life cycle. It covers

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal t

What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipa

This book is about 'Total Customer Service' .It applies to all types of organisations large and small, private or public .It considers the ongoing changing cont