Cutting-Edge Customer Service Techniques for Turning Customers Into Customers For Life
By Jim White, Vice President, Organizational Development and Customer Care- Napster, and Rob Panepinto, Executive Vice President- Connextions

Customers' expectations for customer service are higher than ever before, while companies face increasing pressure to minimize the expenses associated with customer service and support centers. In this presentation, speakers discuss how Napster uses its customer service and technical support function to strengthen its relationships with its customers and made its support center a profit center. For example, Napster's innovative save-desk technique gives special attention even to customers thinking about canceling their memberships.