Auditing Your Customer Service: The Foundation for Success (Marketing for Managers) by John Leppard, Liz Molyneux

By asking the questions 'What is customer service?' and 'Why is it important?', this book leads the reader through the strategies, techniques, problems and solutions that are involved in achieving good customer service.
The topics covered include benchmarking, quality control, customer segmentation, data collection, removing organisational blockages, training and motivating staff, and servicing.
With frameworks to test your position now, the book shows you how to implement and sustain new strategies.