The Inside Story of a Remarkable Transformation in Customer Service
By Tom Johnson
Written by the Director of Customer Services for BT's National Business Communication Division, this book starts by telling you how BT turned itself from a large, inefficient public utility with dreadful customer service into a vigorously competitive corporation which uses its excellent customer service as a positive discriminator in a fiercely competitive market place. It then goes on to show you how you can do this within your own organization, giving you the key ingredients of a successful customer service programme.
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