getAbstract Summary: Get the key points from this book in 10 minutes.

Most businesses assume that they deliver good customer service; they may be in for a rude awakening. Noted customer-service guru Ken Blanchard – best-selling author of The One-Minute Manager – and his co-authors Kathy Cuff and Vicki Halsey detail how customer service can be easy and inexpensive to deliver when your managers and employees understand what to do. The authors illustrate each element of their “ICARE model” with a running parable of an employee learning about great customer service. They recount incidents from their sample employee’s training and her workday in a cogent, digestible series of anecdotes illustrating the authors’ accessible advice. getAbstract recommends this direct, if basic, manual – a genuine asset for your employees and customers – to managers and staff members who want to learn about “legendary customer service,” advance their careers and help their company prosper.

Book Publisher:

McGraw-Hill