– Customer review on 25/08/2008 Some good information but done in a weird way, as a story. I like the concepts for approaching customer service and if you apply their ideas you cannot help but have happy customers, which means more sales. I especially like the overviews as a quick and easy reminder. If you want a nuts and bolts book this isn't it, if you want a book with a good overview and ideas you can implement straight away then this is it.
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