The tenets of excellent customer service are central to any organization thatcreates or delivers products or services In fact, excellent customer service is abigger differentiator today than it was twenty years ago. Customers are hungryfor good service; they are hungry to establish long-term relationships with thosewho provide not only a one-time solution but serve as a long-term resource.There is a problem, however. Organizations and the people who work withinthem have difficulty implementing the principles of customer service. The vastmajority of books and training materials on customer service teach the concepts,but do not provide the tools to implement them. In Building a Customer ServiceCulture, we take you on an enjoyable journey where you will learn about thefoundational principles of customer service and acquire the tools to implement those principles. Theseapplication tools will help make you more successful in your job and simultaneously contribute to an enhancedservice culture in your organization. In the pages that follow, we blend classic knowledge with new informationto create valuable insights about how to make customer service a sustainable competitive advantage in your joband for your organization.