Service Excellence @ Novell: Taking Customer Service from Cost to Profit

A colorful, pithy, no-nonsense tale that shows readers how Novell made customer support its top profit center, told from a human perspective. Strategies, core training concepts, results, and take-away lessons make it entertaining and informative reading. Это и многое другое вы найдете в книге Service Excellence @ Novell: Taking Customer Service from Cost to Profit