Nash, Susan creator Nash, Derek. xxu New Delhi UBS Publishers 2002 2nd ed. eng 224 p.: ill.; 22cm. Contents:Understanding custom- Delivering outstanding customer service -- Customer service strategy -- Hiring the right people -- Developing personal service skills -- Managing the customer interaction -- Implementing efective processes -- Dealing with customer complaints -- Instituting continuous improvement processes -- Helping managers become leaders -- Delighting the customer. Susan Nash and Derek Nash Includes index. Customer services HF5415.5.N17 817476433x 121008