Benchmarking Customer Service
By Glen Peters
1994
ISBN: 0-273-61069-4 
223 p.
$79.50 Cloth
This book is the starting point for any company setting out on the road to customer focus. Benchmarking Customer Service teaches you how to go about the process of observation and review. It guides you step-by-step through the process of benchmarking and saves you wasted effort. It will help you stimulate enough good ideas for improving customer management in your organization, but perhaps most importantly it helps you evaluate your own enterprise's position on the journey towards customer satisfaction.