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Learn to apply best practices and optimize your operations.
Call center management and customer service
Achieving excellence through customer service
While most executives and managers attempt to control the customer experience, ultimately, the task of providing great customer service falls on their employees. In this chapter excerpt, customer experience expert Lior Arussy explains how the way ... Continue Reading
Beyond customer satisfaction: Know your customers intimately
This chapter from "Managing Knock Your Socks Off Service" examines why customer satisfaction isn't enough to ensure customer retention, and urges managers to engage customers emotionally. Continue Reading
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