IT DOESN'T HAVE TO BE A NIGHTMARE ....
"It's true. Not every customer is a joy to serve. But Friedman makes clear, valuable insights live in the most impossible of situations." - Rom Zemke, author of "Knock Your Socks off Customer Service"
"I enjoyed reading these letters; they are really funny." - Alan "Ace" Greenberg, CEB Bear Stearns & Company
"Friedman's book is a wake - up call for anyone who deals with the public... A real eye - opener filled with terrific advice." - Jane Applegate, Syndicated Columnist
"If these stories don't stop you dead in your tracks and improve your behavior next time you deal with customers, nothing will. Excellent customer service is a must for business survival. Read and Learn." - Jan Norman, Orange Country Register (CA)