Book Description
Close To The Customer is a sometimes shocking, often humorous look at encounters between customers and organizations. It gives 25 new ideas you can use to keep customers coming back for more.

About the Author
McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

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Front Cover | Table of Contents | Excerpt | Back Cover

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Most Helpful Customer Reviews   5 of 5 people found the following review helpful: The examples tell the story, December 21, 1999 By  Jerold W. Wiley (Panama City, FL) - See all my reviews    Having read many management books by a number of authors, I have to place this one up at or near the top. The thing that makes Donnelly so effective are his examples, both those showing poor and good customer service. The examples are ones that most of us can easily relate to and every time I read the book, I recall new but similar circumstances I have encountered. I believe this book should be required reading for every manager (and even the rest of the staff) who is in the customer service business. Many times we can't realize how bad we are until we hear someone else relate their stories.  Comment | Permalink | Was this review helpful to you?