Cover image for Best practices in customer service
Best practices in customer service
Zemke, Ron.
First AMACOM edition 1999.
Publication Information:
Amherst, Mass. : HRD Press ; New York, N.Y. : AMACOM, 1999.
Physical Description:
xvii, 414 pages : illustrations ; 28 cm
Subject Term:
Format :


Call Number
Material Type
Home Location
Item Holds
HF5415.5 .B484 1999 Adult Non-Fiction Non-Fiction Area-Oversize

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Why should my employees and I care about delivering great service? How can I learn more about customer needs and desires? How do other companies deliver superior service? How do I build long-term relationships with customers? The litany of customer service questions goes on and on... Best Practices in Customer Service is a one-stop resource designed to help anyone involved in customer service answer these questions and more. With 35 chapters written by customer service experts, it illustrates best practices in customer service and provides the tools readers need to implement those practices in their own companies. From classic issues like customer retention to contemporary concerns like providing customer service on the Internet, it helps readers: * fully understand the connection between excellent customer service and organizational performance * deliver a higher level of customer service at a lower cost * develop a customer base that fuels growth and profitability." "

Author Notes

Ron Zemke is senior editor of Training magazine and author or co-author of 23 books, including the bestselling Knock Your Socks Off Service series, Knock Your Socks Off Selling, and Service America! His work with organizations such as Ford Motor company, Microsoft, and Wendy's International bring him face-to-face with the pressures of the cross-generational workforce. He lives in Minneapolis.


Reviews 2

Booklist Review

While the principle that good customer service is good for business may be intuitively apparent, recent studies have documented the impressive effect on the bottom line at companies where customers' expectations are regularly exceeded. Editors Zemke and Woods have selected articles that help drive home the connection between excellent customer service and organizational performance. Zemke is a senior editor for Training and author of AMACOM's Knock Your Socks Off series on customer service; Woods is a "book developer" especially concerned with the topic of quality management. Forty-one customer-service experts were contracted to write these 35 chapters that look at how to retain customers, provide practical models for managing customer service, offer specific tactics for leading the service effort, demonstrate frontline customer-service techniques, suggest strategies for improvement, consider the question of problem customers, evaluate the role of the Internet, and recommend ways that customer-service efforts can be applied throughout an organization. --David Rouse

Choice Review

In the introduction, editors Zemke and Woods clearly describe this volume as a "tool" to assist managers in learning about best practices in customer service. More importantly, the collection of 35 articles is designed to assist in the implementation of these practices in the reader's organization. In commissioning consultants and practitioners to write articles for inclusion in this volume, the editors demanded that submissions address three goals: 1) highlight the relationship between customer service and organizational performance; 2) provide insight into providing excellent customer service at lower costs; and (3) enumerate a wide array of pragmatic customer service tools and techniques. The book is well organized into eight coherent sections, and the contributors' collective writing style is direct, clear, and concise. These factors make this an excellent resource for managers who are concerned with the pragmatic issues associated with outstanding customer service. For MBA and practitioner collections. E. Garaventa; College of Staten Island, CUNY