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| Preface | |
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| Acknowledgements | |
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| Best Practices in Creating a Strategic Approach to Customer Service | |
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| Customer Service as a Basis for a Breakthrough Business Strategy | |
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| The Secrets of Improvement-Driven Organizations: Initiating and Sustaining Quality Improvement | |
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| Why Take a Best Practices Approach? Creating Added Value for Customers | |
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| There Must Be Fire! The Importance of Leadership and Management Support | |
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| A Leader's Perspective on Becoming Customer-Driven | |
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| Best Practices in Creating and Using Measurements and Standards to Achieve Excellence in Customer Service | |
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| Mission Critical Measurement: Developing and Using Corporate Performance Indicators | |
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| Measuring Customer Satisfaction Effectively | |
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| Beware! Success Often Breeds Failure: How to Celebrate Success | |
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| Customer Complaints: Are You Getting Enough? | |
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| The Eastman Kodak Company: Benchmarking for Success | |
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| Using Benchmarking to Focus on the Customer: A Bell Canada Case Study | |
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| Best Practices in Achieving Process Improvement | |
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| Laying the Groundwork for Successfully Implementing Process Improvement | |
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| A Differentiated Approach to Customer Service: Not All Customer Segments Require the Same Service | |
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| Outsourcing Customer Care: Are There Other Alternatives? | |
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| Management Control Systems: How to Control Internal and Outsourced Service Providers | |
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| The Benefits of ISO Certification | |
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| Best Practices in Using Technology to Achieve Breakthrough Customer Service | |
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| How Technology Can Help You Hear the Voice of the Customer: Assessing Current and Future Customer Needs | |
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| Why Fewer Customer Support Centres Are Better: KeyCorp Case Study | |
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| Achieving Your Vision: The Role of Technology in Enabling and Integrating the Enterprise | |
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| Computer Telephony Integration in Action: How Some Companies - and Customers - Are Benefiting | |
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| Leveraging Technology to Create Strategic Advantage: An Eaton Credit Case Study | |
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| Top Eight Keys to Creating a Customer-Focused Database | |
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| Are You Ready for Electronic Commerce? | |
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| Best Practices in Workforce Management: The Importance of the People Factor | |
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| Empowering Customer Service Representatives: High-Performance Work Teams in a Customer Service Environment | |
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| Developing Employees Who Can Deliver Best Practices in Customer Service | |
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| How Cross-Functional Teams Are Making Their Mark on Customer Support Centres ... and the Bottom Line | |
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| Leading a Customer-Focused Organization | |
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| Using Qualitative Performance Measurement to Achieve Performance Improvement | |
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| The Role of the Knowledge Worker in Customer Care | |
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| Bringing It All Together: Best Practices of Industry Leaders | |
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| Best Practices of Leaders in Financial Services: Tomorrow's Leading Retail Banks | |
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| Best Practices of Leaders in the Public Sector | |
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| Best Practices of a Leader in the Hospitality Industry: The Ritz-Carlton Hotel Company | |
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| Best Practices of a Leader in the Airline Industry: British Airways: The Four Corners of Loyalty | |
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| Best Practices of a Leader in Database Marketing: Travelers Indemnity Corporation | |
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| Best Practices of a Leader in Transportation: Roberts Express: Focusing on the Customer Through Technology | |
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| Best Practices of a Leader in Banking: Building Tomorrow's Retail Bank Today: Banking: mbanx, Division of Bank of Montreal Group of Companies | |
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| References | |
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| Subject/Chapter Index | |
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| Index of Contributors | |