Breakthrough Customer Service: Best Practices of Leaders in Customer Support

STANLEY A. BROWN is the Partner in Charge of Coopers & Lybrand's International Centre of Excellence in Customer Satisfaction. The Centre works with organizations to enhance revenue and improve profitability through a focus on processes that touch the customer. He is a frequent speaker on the topic of customer service, and writes regularly for newsletters and magazines, including Sales and Marketing Management and ICSA News. He is the author of three previous books: What Customers Value Most: How to Achieve Business Transformation by Focusing on Processes That Touch Your Customers (Wiley, 1995), Total Quality Service, and Creating the Service Culture.