...Carole Congram; Peggy Slye; Priscilla Glidden This paper describes a customer service initiative in a global telecommunications cooperative, the accepted industry leader in technical quality. Not only are the customers multicultural, but the staff is diverse as well. As opposed to the traditional...

...Steve Macaulay; Sarah Cook Draws on the experience of the authors of developing teamwork to strengthen the quality of customer service. Argues that managers who care about their customers cannot leave teamwork to chance. Managers need to recognize the signs of team effectiveness and early...