Publisher's Synopsis
This volume presents a practical approach towards influencing bottom lines. The purpose is direct and targeted - to deliver the secrets of service excellence, and give readers the key ingredients to make their companies a world-class service provider.;The book tells how to right wrongs, how to transform customers into call-again fans and how to accentuate the positive. The underlying message is full of optimism and humour. The no-nonsense approach ensures that both the customer and the business reap the benefits at the end of the day.
