{"product_id":"9781457168222","title":"Service Excellence @ Novell: Taking Customer Service from Cost to Profit","description":"\u003cp\u003eTen years ago, Novell's customer service division was pleasing customers. But in a high-impact transformation, the division changed the way it handles customer care. Now it is no longer a cost center: it contributes significantly to Novell's profitability. From the executives to the front-line people, everyone changed they way they work, making Novell's customer service a major differentiator in the marketplace. A human story of best practices literally paying off.\u003c\/p\u003e","brand":"Nova Vista Publishing","offers":[{"title":"Default Title","offer_id":47135073239280,"sku":"9781457168222","price":18.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781457168222_p0.jpg?v=1763865906","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781457168222","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}