User-friendly business book to be appreciated by both consumers and providers in the service industry. Years of training and motivational experience are presented in a humorous, common sense manner that anyone can relate to. Included are a Customer Frustration Survey, Customer's Bill of Rights, 4 service cartoons from the New Yorker Collection and an index. At the conclusion of each chapter are "thoughts into action" ideas for practical application by all readers. Any person who has ever waited in a long line at a retail store frustrated by the numerous "closed" cash register stations will immediately relate to this book.

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Рейтинг книги: 4 из 5, 5 голос(-ов).