World-class customer service: The what, the why, the how (2008) Rated 0 out of 5 (be the first to review) £500.00 Report identifying the key factors that promote and determine world-class service (WCS). This report was written by Dr Ted Johns, the Institute’s former chairman, as part of its breakthrough research programme. World-class customer service: The what, the why, the how (2008) quantity Download Certain member levels receive a discount on this item. Take a look at our Membership options. If you are already a member, please access your member dashboard. Category: Breakthrough Research Share Twitter Facebook LinkedIn Email Description Reviews (0) Description Published 2008. By Dr Ted Johns. Drawing on the Institute’s earlier research and other authoritative sources, the report identifies the key factors that promote and determine world-class service and explains that this goal can be achieved by any organisation, from multinationals to local businesses. These factors contributed to the development of the Institute of Customer Service Model for World-class Service: a service performance framework that includes every aspect of an organisation’s customer service, i.e. its leadership, vision, strategies, systems, customer relationships, processes and its people. Reviews There are no reviews yet. Leave a customer review Cancel replyYou must be logged in to post a review.