The authors are consultants with the Arthur Anderson Company and share here a summary of the findings from Anderson's massive Global Best Practices Database. Narrated expertly by Cotter Smith, their study offers learning from thousands of businesses representing breakthrough thinking in customer service. Rather than presenting yet another mish-mash of theoretical customer service principles, the work instead presents practical, cutting-edge examples of what the authors call "best practices" that can be applied in any organization. The six key ideas covered here include understanding markets and customers, designing products and services, marketing and selling, producing and delivering products and services, and providing customer service. Numerous examples, along with additional discussions of the key processes, fill this solid, substantive work.

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