Excellent customer service is now considered an indispensable part of any successful company, yet what this means for the customer service manager or supervisor is often overlooked. This book aims to provide a concise introduction to the business reasons for building good relationships with customers, examine the management framework of customer service, explain the customer service manager"s role and offer techniques that are easy to implement for improved customer service. The book explores communication methods from telephone skills to the challenge of the Internet, how to deal with difficult and angry customers and how to turn opportunities into sales.