Customer service for managers is a hard-nosed look at business realities. The intention is to give managers a working perspective of customer service and relate customer service to the big picture business issues.
The world doesn't need another book based on a feelgood series of cliches about "good outcomes" and similar meaningless drivel. This book is designed to give a gut-level eyeopener to both customer service managers and business managers about serious problems. The author has over 20 years experience in customer service, and euphemisms are not on the agenda. If you're looking for practical solutions in customer service, you need to read this book.