Intended to be of use to those in organizations facing problems finding out what processes and systems are necessary to sustain superior customer service in the market place, this book aims to encourage creative thought and innovative actions in the customer service arena. Packed with illustrations, checklists, quizzes and anecdotes, it offers a practical approach to the topic of customer service. The book aims to avoid jargon and contains action-orientated ideas and a multitude of examples. It is international in scope and aims to be simple to understand.