•Focuses on various aspects of customer centricity and how it can benefit businesses and also highlights the benefits of customer centricity, such as increased customer loyalty and satisfaction.

•Explores the role of customer service representatives in delivering a positive customer experience and covers topics such as effective communication skills, problem-solving, and handling difficult customers.

•This is aimed at managers and provides guidance on how to lead and manage a customer service team. The chapter covers topics such as team building, performance management, and coaching.

•Covers topics such as time management, handling high call volumes, and using customer feedback to improve performance covers topics such as workforce management, quality assurance, and using data to drive performance.

•Highlights the importance of involving customers in the design process and provides guidance on how to develop and implement a customer centric strategy and also concludes with a glossary of terms related to customer centricity and customer experience.

•Suitable for business professionals, managers, and leaders who are interested in improving their organization's customer experience and also useful for individuals who work in various industries, including retail, finance, healthcare, and hospitality, among others.

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