A review by valedeoro
Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization by Leonardo Inghilleri, Micah Solomon, Horst Schulze

3.0

A good book on the importance of taking charge of each of your interactions with the customer and turning it into a meaningful experience. Especially relevant if you work in the hospitality industry (and I'll probably pick it up again when opening my own bed & breakfast).