The management pocketbook series provide useful introductions to their subject areas and the Customer Service Pocketbook is no exception. You just need to be aware that due to the space limitations the format places on its authors you can't really expect them to go into any great depth. However, as a introductory text covering some key themes this is a good place to start.
Simon Hazeldine Author of 'Bare Knuckle Customer Service', 'Bare Knuckle Selling' and 'Bare Knuckle Negotiating'
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