There is ample content here to walk away and immediately begin putting this process to work for your company, department, or team, or even just to strengthen your own customer service process. Whatever your position, and in whatever industry you work or lead, there is something in this book that you can takeaway and apply to your daily life. Each chapter reels you in a little bit more.
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-Tania A. Ruiz (five-star Amazon.com review)