(John Wiley & Sons) by Hal Schaeffer, President, D & H Credit Services Inc. Published September 1999


Hal Schaeffer, President, D & H Credit Services Inc., clearly explains how a financial customer service (FCS) function works and how it can give your company an unbeatable competitive edge. You’ll get everything you’ll need to plan, implement, and mange a FCS department. Drawing on his own experiences and those of managers at numerous Fortune 500 companies, Schaeffer provides step-by-step guidance.



  • Making a business case for the FCS department
  •   Laying the groundwork
  •   Determining computer capabilities and needs
  •   Integrating resources
  •   Setting up a phone system
  •   Staffing and training
  •   Managing the transition
  •   Creating a policies manual
  •   Maximizing the potential of the new department
  •   And much, much more!!!