The decline in service and customer satisfaction is costing companies billions in lost revenue. Based on an in-depth study of many companies across 19 countries this work offers practical ideas for managers keen to deliver outstanding customer service.

About the Author:

David Freemantle is the founder of Superboss Ltd (www.superboss.co.uk). He is a pioneering author, whose many books include What Customers Like About You (also from Nicholas Brealey Publishing), and is a well-known speaker, respected across the world for his seminars on leadership, people management and customer service.

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What Customers Like About You: Adding Emotional Value for Service Excellence and Competitive Advantage

Freemantle, David

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