Simple Steps to Exceeding Customer Expectations is essential in establishing and sustaining a strong customer service culture. The book was just recently updated with about 20% new content and dozens of new customer service stories that have exceeded customers (completely new cover and size as well). The information in this book is not only powerful in content, but you can apply it to your world immediately. If you are looking to change peoples perception of you or your business, this is your first stop. The question is not whether you can afford to own the book - the question should be, can you afford to not own the book.
This book is a compilation of experts such as Ken Blanchard, Stephen Covey, Jack Canfield (Chicken Soup for the Soul books), Brad Worthley and many others. Brad's 22 pages of the book define the role of leaders and how they can either make or break a service culture. This is Brad's first written offering on the importance of moving from being a manager to a leader. This is a must have!
