The list author says: ""You have to learn to smile before you can run with a tray." I think this quote best sums up the profession of customer service (yes I said profession). There is a depth to customer service that demands study and must be approached as a specialism. The raft of "customer service" books out there have cluttered the thinking with vacuous, repetitious, and unoriginal ideas. Here are my suggestions for helping embed a culture of customer service in your organization."
"As soon as you add "Strategic" to a title you know it is going to be good. But in all seriousness, Goodman makes the necessary correlations to see why businesses must make customer service part of their DNA."