Provides readers with advice on how they can create world-class service both in their operations and through their people, whether they work with customers face-to-face, on the phone, or in e-space. This title is filled with examples from service standard-setters such as Fed-Ex, QVC, and others.

This customer service resource presents the thinking of some of the leading customer service consultants and practitioners. It is designed to assist readers in learning the best practice in customer service, and implementing them in their own organizations.

This addition to the Knock Your Socks Off series teaches supervisors, managers, and peers how to motivate front line customer service personnel for superior performance.

At no point in history have so many different generations of employees worked side by side, and they're not always happy about it. This guide explains the differences in values and views, ways of working, talking, and thinking of four distinct generations.