A Customer Service book for executives, managers and those in leadership positions. Reveals how to make exceptional customer service not merely a company slogan, but a central focus of management strategy. Provides a complete action plan that includes tested techniques and solutions from the world's top service-driven firms.

Available in Romanian in September 2009.

This Customer Service book is ideal for every executive and professional that needs to master the skill of service recovery and empowerment. Teaches you how to take an unhappy customer, from hell to heaven in 60 seconds or less and how to save the customer from defecting and get them to believe that you are the greatest business in the world, even when you fault.

Somebody is going to get a promotion and it might as well be you. This first-of-its-kind customer service book for service employees is packed with valuable information presented in a clear-cut, hands-on form. CA$ING IN teaches service providers how to visualize success, believe in themselves, capitalize on opportunities for promotion, become enthusiastic members of a team, establish well-defined objectives to achieve gratifying goals, and to create strategies for accomplishment with recognition. You will love this customer service book built around believing in yourself.

The first Customer Service book of it's kind published on e-service. e-Service will explore speed, technology, and price built around service. Geographic boundaries are eliminated, business transactions are faster and more efficient then ever. It's eat or be eaten. The number of Internet users surpassed 1.4 billion as of March 2008 - up from 45 million in 1995.

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A customer service book for consumers and businesses who want to learn how to get better service. Aimed at consumers, this book is sub-titled "A Practical Guide to Getting What You Paid For and More." The Customer is Boss shows consumers who are frustrated and perturbed by the poor service they receive, how to prevent bad service and also how to alter service response to fit their needs. The Customer is Boss will help you understand why you want to hear from all customers.