The Finishing Touch - how to build world-class customer service

The Finishing Touch provides a strategic approach to customer service founded on the principle that success results from delivering a rising upward trajectory culminating in a brilliant finish. Building from the start up to a strong finish leaves customers ready to return and to recommend the service to others. The book provides eight practical steps applied with examples to mass service operations, bespoke services and Professional Services.

Cram, T. (2010) The Finishing Touch - how to build world-class customer service, Financial Times Prentice Hall