Amazon.com description: Product Description: Exceptional Customer Service is packed with exercises designed for today's customer service needs. Managers as well as customer service people will find useful and solid advice on how to improve customer service from the inside out. By learning how to keep customers, instead of constantly recruiting new ones, business will boom. Lisa Ford, David McNair, and William Perry know how to do this, and together they have created a powerful tool for all managers! Readers will be tapped into the authors' collective knowledge and be shown: -- How to deal with personal baggage that so often clutters the workplace -- How to compute the financial impact of losing customers -- How to categorize service behaviors and how to plot out their destiny -- How to Map the Gap and learn how to address the Opportunity for Improvement -- How service creates the first and lasting impression on customers -- And so much more!