The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management.  The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.  

Leadership Insights: The Power of the Strategist: The Strategic Application of Culture

Leadership Insights: The Power of the Strategist: The Strategic Application of Culture

Leadership insights: The power of the strategist: The strategic application of culture
RobertWessman Chief Executive, Active Group

Robert Wessman, CEO of Actavis, one of the world's fastest growing generic pharmaceutical companies, talks about his experiences building an international company through an application of strategic mergers and acquisitions and a unique company culture.

Our company had a little over 100 employees 5 years ago. Today we have an army of about 7000 dedicated employees operating in 25 countries. Our market value has grown 50-fold. What we have achieved during those years is obviously something which I'm personally extremely proud of, and all of us should be proud of, because everybody within our group has been contributing to ...

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