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From the Publisher
“We’re in an era where customer service is being refined almost daily. Martin and Carolyn are gifted in exploring new territory, identifying the trends and issues that matter most, and making them accessible and relevant. The book is insightful, fun to read and thought provoking – a welcome addition to literature in the customer service profession.”
—Brad Cleveland, Author and Consultant, founding partner and former President/CEO, International Customer Management Institute (ICMI)
"Social media doesn’t have to be an unmanaged ‘complaint box’. In Delivering Effective Social Customer Service, you’ll learn how to use social media to improve service, engage with consumers and build loyal relationships.”
—Bob Thomson, Founder&CEO, CustomerThink Corp.