For Customer Service courses found in both 2 year and 4 year engineering technology, manufacturing technology, construction technology or quality control programs. Also found in engineering management programs at the graduate level. May also be found in Quality Control curricula.This unique text treats the subject of customer service from the perspective of engineering, manufacturing, and construction firms. It provides users with a ten-step model for quality customer service, and an understanding of how customers define value. The book's "customer-is-king" philosophy underscores all of its content, and is highlighted by the characteristics that define a customer-driven company and global market. * Part of the NetEffect Series.