This book was developed by Ron Zemke (of the "Knock Your Socks Off" customer service series of books from AMACOM) and John Woods for HRD Press. It contains 35 articles, all but one of which were written specifically for this book. The contributors are all leading consultants and practitioners in the field of customer service.
The book is divided into 8 parts, each focusing on an area of concern to those who manage customer service departments or to anyone who wants to know how to make customer service departments operate more efficiently while becoming more responsive to customers.
This book is available now, in two versions -- hard copy and hard copy with the files on diskettes. CWL Publishing Enterprises managed the production. You can click on the title of each part to learn more about the articles in that part as well as about the authors of those articles, their e-mail addresses, and links to their Web sites.