Our website is having a makeover! www.thecasecentre.org will be unavailable from 10h (BST) on Saturday 31 July until 17h on Sunday 1 August while our team makes the new site live.

Expanding Customer Service as a Profit Centre

by Rob Reider
published by Business Expert Press, 2012
Ref BEP1341

TManagers’ Perceptions of the Role of IT in Organisational ChangeWithout customer service you have no business, writes Rob Reider, and customer service can always be improved. Outstanding customer service should be a profit centre, not a cost centre, he argues, paying huge dividends in customer loyalty, repeat business and referrals.

His book offers practical steps to introduce the ‘wow’ factor and gain competitive advantage by providing what the customer wants rather than what your company wants to sell.

Each section discusses some basic business principles and best practices including the relationship between customer service and business growth; how to implement proven steps to evaluate customer service; and how to listen and respond to customers’ needs.

The book is written as a ‘how to’ primer for anyone interested in providing excellent customer service despite counter-pressures within an organisation. It can be used by individuals, groups or departments in management and personnel, or as a learning, coaching and mentoring tool, including on MBA and undergraduate programmes.

Purchase individual chapters from the book

About the authors

Rob Reider is a Claims Professional at PMA Companies, Pennsylvania, US, a provider of risk management solutions and services.

Back to list of featured articles >

Share this page:

A resource for business

Journal montage
We distribute over 8,000 articles published in a wide range of leading management journals and newsletters. 
  • Effective Executive
  • IESE Insight
  • International Commerce Review: ECR Journal
  • Ivey Business Journal
  • MIT Sloan Management Review

Find out more