Part 4
Build It and They Will Come: Creating a Customer Service Organization

Want to build your business based on Personally Pleasing Memorable Interactions? Hey, who doesn’t!

To really deliver on the customer service promise, to distinguish your company with The Service Difference, you have to have systems and processes that make great customer service the way you do business.

The next several chapters guide you through the building process: from hiring and motivating top service performers, to setting up a call center where they can be the most productive, to encouraging great service between colleagues within your company, to giving great service to your far-flung customers around the globe.