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Review title: Can It Be Educational AND Entertaining?
Product review: YES, it can! Ms. Friedman's book not only provided real-life examples of customer service gone wrong, but solutions for solving those problems. I found it difficult to put the book down for its entertainment factor, often reading into the night as I might a recreational book. I hurt for those customers who were so horrendously wronged, but found satisfaction in knowing I could learn to prevent that from happening to one of my customers. As a manager of volunteers for a health care facility, I found many solutions that I could apply to my customer service training for my volunteer staff who frequently have front-line contact with the public and patients.
