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Monday, 25 November 2013


I'm writing one of my quirky 100-page or so books. This one is "Customer Service In A Nutshell".  I'm fascinated and depressed that customer service across several industries is worse than ever.

The book is designed to accompany a customer service improvement workshop. (Plug alert - book me!)

At the time of writing, I'm convinced that all the claptrap and tripe on customers spouted by gurus, experts, company mission statements and policy statements means next to nothing in practice.  What happens in reality is average at best, dire too often and, gloriously, perfect on far too few occasions.

We live and yearn!

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