Reprinted with permission from the Customer Service Group.
Copyright 2003-04 Alexander Communications Group, Inc. All rights reserved.
Customer Service Group provides a wide range of management and training materials designed to improve service levels, productivity and performance in the customer contact center. Visit us online for information on our books, print newsletters, Customer Service Week support materials, benchmarking studies, and free email newsletter, Service Starters. You'll find us at www.CustomerServiceGroup.com or call us toll-free at 1-800-232-4317 for more information.
"Competitors: Rivals or Resources?"
Z. Christopher Mercer quotes JoAnna Brandi
Professional Speaker Magazine (January / February, 2004), NSA's official publication.
Dartnell Corporation publishes training newsletters, books, audio and video for the Sales, Teamwork and Customer Service fields. Click on the Dartnell icon below and visit our web site for a complete listing of our products, or call us toll-free at 1-800-621-5463, ext. 563.
These articles are reprinted with permission from Inside Out and The Effective Customer Service Manager. Copyright 2003 by Dartnell Corporation, 360 Hiatt Drive, Palm Beach Gardens, FL 33418. All rights reserved.
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