The Biggest Lie in Business : The Customer Service Manual

There¹s never been a better time to be a customer‹and there¹s never been a tougher time to do business with customers. This collection of articles offers a curriculum for treating customers right. It includes an essay on just how bad customer service is‹and just how hard it is to provide great service. It also provides a profile of customer-service guru Feargal Quinn and tactics for making your organization "all ears." And there¹s much more to this collection of articles‹from case studies of high-tech giants to gritty observations from business leaders.