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I have had the pleasure of both reading this book and having Frances Frei as a professor. Her understanding of customer service is far beyond anyone other person I have studied. If you are in a business that customer service is important (BTW - that's all businesses) then this is a must read for anyone who wants to compete and win.
I like books that extend beyond theory and provide real-life examples that apply to our company. Uncommon service will be a good resource book for us as we strive towards service improvements and increased market share.
It did initially seem an odd concept to do something’s within the organisation badly. But to focus on doing the few things customers value, really well, other things need to bend or you end up doing everything averagely.
A recommended book for any business owner or manager.