William J. Cusick

I originally downloaded this book based on the title. I assumed it was one of those 'stupid things customers do and say' books. I was wrong, but not unpleasantly so. I did get a run down on good customer service skills and learned some interesting facts. It helped me realise the psychology behind why I do certain things as a customer and oddly mirrored an 8 week course I had been sent on recently to do with customer services. So despite not being what I thought it would be, I still had a satisfactory reading experience.… (altro)