I picked up this book because it "looked" different. I read it
in one sitting. Jeff has it correct, and in plain, easy to
read language. His points are clear, common sense, and right
on target.
I have been managing customer service call centers and
field service operations for fifteen years. This is the first
book that I've read which makes the key points about what many
have been thinking was right for years....but now we
understand to be only half of the picture.
I strongly recommend this book for anyone who has to deal
with people who deal with customers! -A Reader |
