Find out how to deliver world class service that will get your business noticed and your customers coming back again and again.To win and keep customers you have to do more than just meet their expectations - you have to surpass them. This book shows you that your customers' lasting impression of you as a service provider is their final one, so you need to make sure you focus on finishing every service encounter on a high note. This is a short, sharp and practical book that brings an innovative approach to achieving top-class service provision. It is packed with real examples that reveal the differences between poor, acceptable and outstanding service - and guidelines that show you how to become an exceptional service provider. It is a lifeline for any manager under pressure to deliver better service and raise levels of customer satisfaction.Tony Cram is a Programme Director at Ashridge Business School- one of Europe's leading centres for Management Development. Tony works and teaches internationally, with experience in Europe, Asia and the Americas. He is a Fellow of the Chartered Institute of Marketing. Previously, Tony held a general management position with Manpower and spent eight years with Grand Metropolitan at operating company board level. He has an MBA from Cranfield School of Management.