TY  - BOOK
AU  - Cram, Tony
TI  - The Finishing Touch: How to Build World-Class Customer Service
SN  - 9780273713012
U1  - 658.812 
PY  - 2010///
CY  - USA
PB  - Pearson Education
KW  - Customer Service
N1  - 1.   More service, less satisfaction – the service context 2.   Crafting the service value proposition – internal foundations Part 2     Acts 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 Part 3       Epilogue Finale Further reading Index
ER  -