The book covers customer service from a strategy viewpoint. It starts as the product is being developed and continues through the product life cycle. It covers planning, marketing, maintenance, training, documentation, staffing, technical support, warranty, contracts, accounting, logistics, inventory, leadership, field service and collecting action. It is a chess game to put them together as a system.

For more information, visit Larry Swaton's website at www.swatonandassociates.com.

Larry Swaton is a native of Ohio, received his B.S. from Muskingum College and his MBA from Rollins College in Winter Park, FL. He has worked in the Automotive, Defense, Electronics, Aerospace and Healthcare Businesses. In addition he has consulted in many other fields. He has managed a world wide field service organization as well as consulting with many organizations in that field. He is an American Society Quality fellow, a member of the Association of Field Service Managers International and was named as professional service manager of the year by that organization. He has served on several boards in various industries. He has published in the fields of Quality, Management Customer Service and Financial Planning. He and his wife Nancy reside in New Smyrna Beach, Florida.