This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and constructions firms. It provides readers with a ten-step model for quality customer service, and an understanding of how customers define value. The book¿s "customer-is-king<<170> philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. KEY TOPICS: The ten-step model explains in detail how to understand customer service and its importance; set the tone and company-wide expectations; identify what your customers want; benchmark the company¿s processes; compare actual performance against benchmarks, identify root causes; provide customer service training for all employees; turn difficult and dissatisfied customers into loyal life long customers; communicate effectively and often with customers; establish internal customer satisfaction; and establish a customer-oriented culture. MARKET: For customer-driven businesses--especially engineering, manufacturing, and construction companies.