Service Excellence @ Novell
Taking Customer Service from Cost to Profit
Author: Nova Vista Publishing's Best Practice Editors
A colorful, pithy, no-nonsense tale that shows readers how Novell made customer support its top profit center, told from a human perspective. Strategies, core training concepts, results, and take-away lessons make it entertaining and informative reading.
Paperback
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Summary
A colorful, pithy, no-nonsense tale that shows readers how Novell made customer support its top profit center, told from a human perspective. Strategies, core training concepts, results, and take-away lessons make it entertaining and informative reading.
Description
Ten years ago, Novell's customer service division was pleasing customers and keeping them loyal. But in an high-impact transformation, the division raised its sights. Today it contributes significantly to the company's profitability. What happened? From the executives to the front line people, everyone changed the way they work to support Novell's strategy: make customer service a competitive advantage while growing customers' business. It's a corporate story told in human terms, with valuable practical advice for executives, managers and employees about how to make change happen and have continuing impact. An entertaining corporate drama with real life applications.
About the Author
Nova Vista Editors
Ten years ago, Novell's customer service division was doing fine - pleasing customers and keeping them loyal. But in a high-impact transformation, the division raised its sights. Today it also contributes significantly to the company's profitablility.What happened? From the executives to the front line people, everyone changed the way they work to support Novell's strategy: make customer service a competitive advantage that attracts new customers while growing current customers' business.
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