This text is aimed at managers seeking to establish or improve customer service and customer focus standards. This third edition reflects the changes in tools and technology since the last edition and provides all the information managers need to put effective customer service programmes into action.

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Karen Anderson is the author of Just Cats, Cats Have No Masters...Just Friends, and The Cat-Sitters Handbook. She is a devoted cat advocate and a knowledgeable advisor to friends, family, coworkers and acquaintances on the pleasures and rewards of life with a feline. She lives in the Seattle area with her husband and their irrepressible cat, Buttons.

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