At a time when many organisations are focusing on how best to re-build themselves following a significant global economic downturn, excelling in customer service has never been more important. There is ample evidence that the organisations which achieve excellence in customer service also succeed in achieving superior business outcomes overall.



A focus on customer service throughout an organisation is essential for the successful implementation of any customer based programmes. Put simply, customer service needs commitment and dedication from all levels of management and staff if an organisation wishes to deliver a rewarding customer experience.



In his book Philip has successfully managed to translate his many years of experience in large organisations, as an executive manager responsible for creating and cultivating a culture of outstanding customer service, into an ‘easy to read’ guide on the key elements of customer service. He clearly demonstrates that the art of customer service is alive and well and increasingly important in a competitive marketplace.



I strongly recommend this book as a key tool for any organisation which is seeking to enhance the quality and delivery of its customer service. I am confident that, by using this book and its concepts, significant improvements in all forms of customer service can be achieved.



- Julia Fellows (HR Consultant to Major Australian Companies)