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The book is full of examples and interesting small cases on the way business is being done in the Indian business context… an eye opener for all….It is full of insights that would be of great help to the CEOs and senior managers from HR and marketing in resolving the issues of behaviour expected by the customer.
A stimulating analysis...arguments are based on rich experience and an extensive analysis of the interviews with executives...an interesting read and the reader can connect with the cases from his or her own life experiences. The comic illustrations are like feather in the cap and add to the impact of the book making it a visual retreat.
The Book is highly engaging due to its simplistic pattern of presenting various realistic challenges encountered by Companies and discussing the solutions in delivering quality in Customer Service. The author being a practitioner of Business carefully crafted his well-researched thoughts to offer elucidation to ‘moments of truth’ experiences for the customers...The book is enriched with the views and experiences of 200 people in 12 different companies, frontline customer contact staff and people at different levels of hierarchy in different functions.