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First Class Customer Service

Pocket Guide to Selling Services and Products

Customer Satisfaction Measurement for ISO 9000: 2000

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Customer relationship management : perspectives from the marketplace

The handbook of CRM : achieving excellence in customer management

Business success through service excellence

Bottom-line call center management : creating a culture of accountability and excellent customer service

Global customer service : thinking globally to sell locally

Customer service intelligence : perspectives for human resources and training

Exchange behavior in selling and sales management

How to Measure Service Quality and Customer Satisfaction : The Informal Field Guide for Tools and Techniques

Measuring Customer Satisfaction : Hot Buttons and Other Measurement Issues

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From Tin Soldiers to Russian Dolls : Creating Added Value Through Services

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