Incredible Customer Service: The Final Test - Tapa dura

This book is based on David Freemantle's experience over recent years helping many organizations improve customer service.
Fourteen key tests of incredible customer service are identified. The critical aspect of developing an effective approach to managing for customer service is also addressed.
At each stage of the book a number of practical steps for improving service are presented. There are also many 'real life' examples of customer service in action to illustrate each key point.