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All rights reserved. No part of this book may be reproduced in any form or by any electronic or mechanical means including information storage and retrieval systemsexcept in the case of brief quotations embodied in critical articles or reviews, or in the case of the exercises in this book solely for the personal use of the purchaserwithout permission in writing from its publisher, Sourcebooks, Inc.
Published by: Sourcebooks, Inc. P.O. Box 372, Naperville, Illinois, 60566 (708) 961-3900 FAX: 708-961-2168
Editorial: Todd Stocke Cover Design: Wayne Johnson/Dominique Raccah Interior Design and Production: Andrew Sardina, Sourcebooks, Inc.
This publication is designed to provide accurate and authoritative information in regard to the subject matter covered. It is sold with the understanding that the publisher is not engaged in rendering legal, accounting, or other professional service. If legal advice or other expert assistance is required, the services of a competent professional person should be sought.
From a Declaration of Principles Jointly Adopted by a Committee of the American Bar Association and a Committee of Publishers and Associations
The Small Business Sourcebooks series is designed to help you teach yourself the business essentials you need to be successful. All books in the series are available for bulk sales. Call us for information or a catalog. Other books in the series include:
Mancuso's Small Business Resource Guide
Great Idea! Now What?
The Internet Business Primer
The Small Business Legal Guide
Your First Business Plan
Smart Hiring
The Small Business Start-Up Guide
How to Get a Loan or Line of Credit
Library of Congress Cataloging-in-Publication Data
Johnston, Bernice B., Real-world customer service/Bernice B. Johnston p. cm.(Small business sourcebooks) ISBN 1-57071-063-5:$17.95 (hc.)ISBN 1-57071-062-7:$9.95 (pbk.) 1. Customer servicesManagement. 2. Consumer complaints Management. I. Title. II. Series. HF5415.5.J64 1995 658.8'12dc20 95-36909 CIP
Printed and bound in the United States of America.
While I accept responsibility for all that is written here, I am not alone in its writing. Beside me stand my early colleagues who shared with me the pain of the troubled families we served; the CEOs who care about their employees and their customers and hire me to help; the workshop participants who asked for ideas; my family (Gib and Mark and Lilly and Mike and Mom and the judge and the professor) who always waited for me and make me possible; John Covey who urged me in 1991 "to lift others to higher groundto teach the highest best within you"; Art Chenowith who critiqued the first drafts, Dean Owen who pushed me through the initial inquiry stages, Lynda Falkenstein who helped me turn the corner, and all those who said, "When are you going to finish your book? I need it!" And behind me, most of all, stands Murray McBride without whom...
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