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World-class customer service: The what, the why, the how (2008)

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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.

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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.


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