Cram, Tony. <br/><br/>
The finishing touch :  how to build world-class customer service / 
Tony Cram. 
 - New York :  Financial Times Prentice Hall,  2010. 
 - xii, 222 p. :  ill. ;  24 cm 
<br/><br/> Includes index. 
<br/><br/>More service, less satisfaction : the service context -- Crafting the service value proposition : internal foundations -- Act 1: Managing expectations : preconceptions -- Act 2: Starting well : first impressions -- Act 3: Moving to positive : building trust -- Act 4: Queues and bad news : reality check -- Act 5:  Making customers feel important : something individual -- Act 6: I can fix that : service recovery -- Act 7: Staying ahead : service innovation -- Act 8: Leaving your customers wanting more : the finishing touch. 
<br/><br/><label>ISBN: </label>9780273713012 (pbk.) 
<br/><br/><label>LCCN: </label>2010028202 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Consumer satisfaction.
<br/><br/><label>Dewey Class. No.: </label>658.812 CRA