Customer Challenge: The Inside Story of a Remarkable Transformation in Customer Service

by Tom Johnson

The Customer Challenge reveals the inside story of how BT re-invented itself from a reviled public utility into a revered private corporation, with one of the highest reputations for customer service excellence. It then goes further, showing you how to adapt the lessons learnt by BT to revolutionize your company. Gain a real competitive edge in your markets.Authors :Tom Johnson is seen as the service champion at BT. Since 1994 he has been Director of Business Customer Service with BT.Mark Jakemans main focus is managing a series of programs to improve customer satisfaction for business customers.

256 pages, Hardcover

First published November 1, 1997

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