Raving Fans is written in the style of "The One Minute Manager" and uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature - not just a passing fad.

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Colin Shaw and John Ivens examine the new and emerging market of the Customer Experience, exploring how it can be used as a differentiator and a means of reducing costs. They explore the totally underestimated role of emotions in the Customer Experience, and offer "Seven Philosophies for Building Great Customer Experiences.

Help your employees to excel in dealing with customers with this stimulating, fun-filled collection of customer service training games. Designed not only to teach important skills but also to spark enthusiasm and a high level of involvement in the participants, these games utilize entertaining and instructive techniques such as role-playing, charades, brainstorming, and debate.

In association with Amazon - the words' favorite online bookstore - we are pleased to present our recommended books for Customer Service Managers and professionals.