The book is written for CEO's, business owners and managers that
want to improve the experience they are providing to their
customers. Five principles of customer service are illuminated with
insightful interviews with CEO's, business owners and employees
that consistently demonstrate good customer service. We share
illustrations depicting real customer service situations, both good
and bad, that bring levity to a serious subject. We also show the
financial value of implementing our principles by providing the
impact to four business drivers and sharing the harsh reality of
data on the sad state of customer service.
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