Some recent reviews:
-" It's a measure of how global this industry has become that some of the sharpest and most original thinking about call centers - like Williams' - is now coming from outside the US. It guides you through the more sophisticated and less intuitive challenges you'll face when trying to figure out what your customers want and how you can best satisfy them." - Call Center News Service

- "Of more than six hundred customer service-oriented books in print, Graham Williams has produced one that is truly Darwinian in scope and depth. This book is groundbreaking and authoritative and should be read by anyone who is serious about customer satisfaction". - Michael Cusack, Partner: On Line Customer Care Inc. USA.

- "Written in a practical, easy to use and understand manner, this collection of articles provides teaching material not available elsewhere. It equips the reader with insightful perspectives which are a major contribution to the field of marketing" - Felicity Fitzgerald, Course Director for the Chartered Institute of Marketing Diploma, South Bank University, London

- "The mix of practicality, creativity, and a very real customer service orientation that Graham Williams brings has been very relevant for our development" - John Griffin, General Manager, Shell Gas Poland, Warsaw.

- " A remarkable book on How-to improve customer satisfaction and retention. The balance between The hands-on models & tools and the academic research validating their use makes for interesting and valuable reading. ." - Niels Kjellerup, Editor & Publisher, The Call Centre Managers Forum, Australia

- "The 270 page book is not a do-it-yourself customer service training manual. It is a book that is worth reading because it makes one think. The chapters are short and to the point. There are checklists, useful tips and worthwhile exercises. The endnotes and bibliography provide the reader with a mine of further information. ." - June Vincent, Natal Witness, South Africa

- " This is a book that anyone, no matter where they stand in the hierarchy of business will be able to understand and enjoy - and learn from. It is a great pleasure to pick up a business book that is readable and informative. If you run a business, buy this book and work through it with your staff. It could make a big difference to your bottom line." - Jennifer Crocker, Cape Times, South Africa