The author of the bestselling A Complaint is a Gift, (Over 100,000 copies sold) details how to create a definitive, recognizable style of service that...
A completely revised and updated edition of one of the first books to show that customer complaints are actually valuable sources of feedback that can...
Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guid...
Smart Videoconferencing is the first book to show people how to participate effectively in videoconferences, rather than just how to set them up. The ...