"As a student and teacher of the subject, this is the finest book on customer service I\'ve ever read. Why? It\'s so practical, so down to earth - beautifully bridging theory and principles with techniques and practices. A literal treasure trove of doable ideas!”
"If you are interested in customer service this is must reading. If you are not, this will convert you now. Useful, applicable, and fun. I learned a lot.”
'“A commitment to delivering and measuring customer service is the hallmark of truly great companies. Rich Hanks has captured the heart of that commitment with his down-to-earth writing style. This book is full of actionable insights that can be put into practice today.”
'“JetBlue isn't in the aviation business; we're in the customer service business. People ask us where we get our innovative service ideas and the answer is simple, our customers tell us what they want, and we deliver. That is what Hanks' book is all about.”
''“Fulfilling the expectations of customers - past, present, and future - is the key to profitable innovation. This book coaches corporate leaders, not only on ‘why,’ but ‘how’ to do that.”
"It's refreshing to read a business book that is both relevant and entertaining. The techniques you share have been proven to not only build sales, but also create loyal followers that are faithful to a brand. The days of actually listening, learning and responding to customers are back!”
"This book is the standard for every executive dedicated to continuously improving their operations, and a must read for everyone in the organization. Hanks provides the reader with a little bit of theory, a large amount of relevant, real world solutions, and a dose of humor.”
"It's easy to talk about superior customer service - it is another thing to consistently deliver it. This book hits the nail on the head when it positions measurement of the actual customer experience as the driving force behind operations improvement. We've seen it work in our company.”
"A tremendously valuable tool for any executive who is clearly devoted to raising the quality of the customer experience and enhancing customer delight. We've seen the positive results of utilizing the principles taught in this exciting book and recommend them highly.”