Creating Customer Connections How to Make Customer Service a Profit Center for Your Company

This book offers business people a practical guide to improving their customer service functions-whether that entails a bank of representatives or a couple of partners answering their own phones. Jack Burke points out that, as important as customer service is, it's a discipline that's often overlooked by smaller companies. Drawing on more than 20 years of doing business in the customer-contact field, he provides excellent case studies and interviews.