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Imagine having a buzz, energy and focus on your customers that drives your business reputation as being reliably exceptional. In this book, Sally takes you through the 4 stages of doing exactly that, leaving your customers feeling valued and likely to return, and setting individuals, teams and organisations up for success. 

This practical guide will enable you and your team to:

• Examine all aspects of your customer experience by using the five senses of see, hear, smell, taste and feel.

• Build confidence, especially at times when there may be negative comments or complaints to resolve.

• Objectively assess how you are doing against your own service standards.

• Constantly and consistently upgrade your service delivery, so you and your team confidently deliver exceptional service to all of your customers.

• Create emotional connections with your customers that drive their loyalty and build your reputation.

The exercises and examples will create a process and sustained system for anyone who is serious about embracing customer service.