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Customer friendliness is the shortest route to better business results. That's the conclusion Jeannette Biesbroeck draws after forty years of working in the service industry. In this book she points the way to 'Customer friendliness as mastery', with which you can distinguish yourself from your competitors in your own way and within your possibilities. The customer wants one thing above all: to be well served. In many cases: better. How do you do that? What works and what doesn't? How do you discover that? 'How customer Friendly am I really?' is a practical guide with the answers to these and many other questions, with examples based on practice. You can get started right away. Step by step towards more customer friendliness, more customer satisfaction and more revenue.