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Practical Handbook of CUSTOMER SERVICE OPERATIONS

  • Authors
  • Warren Blanding

Table of contents

  1. Front Matter
    Pages I-XX
  2. Warren Blanding
    Pages 1-13
  3. Warren Blanding
    Pages 15-25
  4. Warren Blanding
    Pages 27-44
  5. Warren Blanding
    Pages 75-79
  6. Warren Blanding
    Pages 81-92
  7. Warren Blanding
    Pages 93-101
  8. Warren Blanding
    Pages 103-127
  9. Warren Blanding
    Pages 129-162
  10. Warren Blanding
    Pages 163-196
  11. Warren Blanding
    Pages 197-221
  12. Warren Blanding
    Pages 223-241
  13. Warren Blanding
    Pages 273-296
  14. Warren Blanding
    Pages 359-375
  15. Warren Blanding
    Pages 435-456
  16. Warren Blanding
    Pages 457-480
  17. Back Matter
    Pages 521-564

About this book

Introduction

Even the most casual reader leafing through the pages of this book will quickly realize that it is not the thoughts of one indi­ vidual 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. Without the encouragement and inspiration they gave me, this book would be much shorter and far less relevant. In 1984, my firm presented Herb and Keith with our special "Patron Saint" Award; it doesn't say nearly enough for what they have meant to me personally and, through me, to the field of customer service management where I disseminate ideas and guidance as an editor and teacher. Some years ago, the American Management Associations asked me to chair a series of seminars on Customer Service Management in the U. S. and Canada. Through this activity I met many wonderful people who in many cases taught me more than I taught them.

Keywords

Distribution management marketing organization productivity public relations

Bibliographic information