Customer Service Management: From Average to Outstanding


This book will focus on the core concepts that help to establish and optimize a successful and comprehensive customer service management based organization.

• The User Experience

• The Processes

• The Platform

Underlying These Concepts:

The mechanisms that support organizations use to drive towards success.
These mechanisms include:

• Adopting Organizational Change Management as a practice to help define your organization’s goals, and guiding your employees to meeting them with their full support and understanding

• Applying the rigors of Continual Service Improvement (CSI), to ensure that alterations to policy or processes are done so on a fact based, rational manner