Customer focus is no longer a mere buzzword but an imperative in today s borderless world. The demolition of trade barriers, easy access to technology, competition from third world countries, and quick and cheap communication across continents have all contributed to create intense competition. This has resulted in better deals for customers and, thereby, making them more and more powerful and practice loyalty at their will and fancy. The impact of this can be realized by studying upheavals that have marked the business world where market leaders and Fortune 100 companies have suddenly found themselves on the brink of bankruptcy. On the other hand, virtually unknown firms have conquered markets and won millions of customers as a result of their customer focus strategies. The onus has, therefore, shifted to firms to offer spectacular customer service and ensure customer satisfaction. This volume focuses on the various aspects concerned with offering customer service and then delves into the issues concerning customer satisfaction. This volume is divided into two sections. Section one focuses on the concepts concerning customer service and satisfaction. The manner in which customer service has been revolutionized with new tools and techniques has been explained by leading practitioners and experts. The issues covered include aspects like customer orientation, modern service delivery systems, technological tools in customer service, customer satisfaction, etc.
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