内容简介：
Packed with illustrations, checklists, quizzes and anecdotes, this book gives an easy, practical approach to the increasingly important topic of customer service. It guides the reader through the processes and systems necessary to obtain and sustain superior customer service in the marketplace. It is intended for busy marketing, distribution and sales managers and assumes no formal management training. It also gives undergraduate and postgraduate marketing students a flavour of the practicalities of the business world.