From Our Editors
An instant business classic and bestseller--the bible of customer service is now available in paperback! This acclaimed book distills The Forum Corporation's 20 years of experience helping such companies as Xerox, Westinghouse, American Express, and Fidelity Investments, and provides the most thoroughly researched and practical informa...
From the Publisher
Rated by Fortune Magazine as one of the best management books of 1991, this instant business classic and bestseller is now recognized as the Bible of customer service.