In Charge of Customer Satisfaction is for anyone who needs to understand and implement the best customer service standards and techniques. Its approach is innovative and powerful and is based on an intensively developed range of real-life case material from services to retail and tourism; a focus on the importance of customer care at every level of the organization based on its in-depth discussions with supervisors and managers at all levels in companies as diverse as Virgin Atlantic, Princess Cruises, British Airways, Unipart and local government; clear and fully supported 'Golden Rules' of customer care, illustrated and explained by the cases and text; and accessible and highly effective competency and skills-based approach throughout the text. Written to the most recently published S/NVQ standards, this is an indispensable text for managers and students.