Loyal for Life- is an easy to read how to take unhappy customers from hell to heaven in 60 seconds or less Every company -no matter how excellent their products or employees -occasionally makes a mistake How those companies and their employees respond to those mistakes, however is what separates successful costumer service driven organizations озсщг from the rest of the pack " (Loyal for Life, J Tschohl) Loyal for Life will stretch the reader's concept of service recovery, empowerment, and customer service to a whole new level.  Swarovs2005 г Мягкая обложка, 111 стр ISBN 0963626884.