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"...a marvel of compression, crispness and good sense. I can imagine companies using it as the check list intended and putting the scores to practical advantage. It is at the extreme of practical..." -- Tim Ambler, Senior Fellow, London Business School
"What is amazing is that when you see something described in print it seems so obvious - but how often do we get it right on the day? I don't know whether our Customer Service training people know of your book, but I am going to suggest they make it required reading!" -- Liz Croft, British Airways
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