TM Book: Lori Jo Vest

In Turning Rants into Raves, Randi Busse and Carol Heady have created an engaging, accessible customer service manual for business owners and entrepreneurs. Using the characters “Rant” and “Rave,” the authors provide true-to-life examples of the way great and not-so-great frontline service personnel think and perform. They also include interviews with exceptional service providers, weaving in specific tactics that can be used to ensure your customers are treated like royalty. If you’re buying a customer service book this year, this one should be it.