How to become Customer Driven

Customer service is the competitive business battleground of the twenty-first century. This book, by an internationally acclaimed entrepreneur, is a hands-on guide for people who run businesses or work in them, written in simple jargon-free style. He explains:

• The 'Boomerang Principle' (bringing the customer back)
• How to get the feel of the market place
• How to listen effectively to the customer
• Customer panels
• Why you should increase the number of complaints
• How to introduce fun and surprise into business.

An essential handbook for managers, company directors, employees and students.