Practical Handbook of CUSTOMER SERVICE OPERATIONS

Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one individual set down on paper, but rather the synergism of many people. Herbert Goeler of American Cyanamid and Keith Slater of Johns-Manville, the latter now retired, are certainly the brightest stars in my particular customer service galaxy. They have been well-springs of information, thinkers and thought­ starters, friends and fellow-believers, for almost two decades....