TY  - BOOK
AU  - Crutcher, C. William
TI  - Managing service excellence: the ultimate guide to building and maintaining a customer-centric organization 
SN  - 9780692985717
AV  - HF 5415.5 .C78 2017 
PY  - 2017///
CY  - [London]
PB  - Diamin Publishing
N1  - Managing service excellence :, Managing
N2  - This book focuses on the skils required to consistently deliver and manage excellence in customer service. By design, it is not a step-by-step outline, but instead explores the diverse topics integra to providing effective customer service. It is written for anyone committed to putting the customer first -- from the frontline customer service reoresentative to the leader dedicated to developing and sustaining that all-important customer-centric culture
ER  -