Managing Knock Your Socks Off Service (Knock Your Socks Off Series)

Rating:
Summary: A Must Have For Any Organization
Review: This is a great book. It provides many great suggestions as well as reminders for anyone in customer service. Managing Knock Your Socks Off Service explains the important points for customer service in an easy to read format.

Rating:
Summary: Good complete overview of service management basics
Review: Very easy reading, but deep enough to explain the principles of managing service. Concepts are backed up with numbers and research. The text includes the right number of stories, cases and quotes to make the ideas come alive. Covers many topics related to service management. Does not assume "call center" customer service as the domain in question. In short, a good guide to service management !