TM Book: Thomas Kruglinski
We all know good and bad customer service when we experience it, but how do you define it, understand it and, most important, weave it into the culture of your organization? That’s the trick. In this well-written, meticulously researched, and down-to-earth book, Carol and Randi reveal precisely how to transform our organizations into places where customer raves are the takeaways. It should be standard reading for anyone who takes business seriously.