This book covers the complete range of topic for anyone involved in building and serving a profitable customer base. Starting with the negatives (Why Service Sucks), Browne quickly moves to topics about how to cover the elements (with examples of successful models), from building a program to hiring and recruiting, setting standards, training, measuring, rewarding and recognition. Also covers internal service, marketing, promotions, and sales, with examples of good and bad service. 325 Pgs. 2006