Customer Challenge
The Inside Story of a Remarkable Transformation in Customer Service

By Tom Johnson
ISBN: 0-273-62633-7
256 p.
$79.50 Cloth

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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