An invaluable guide to help deliver exceptional customer service and keep customers coming back time and again. Brilliant Customer Service reveals how to: - Keep the emotional scale tipped in your favour - Why silence is never golden - How to turn complaints into opportunities - Discover the small things that make all the difference - Provide a brilliant customer experience with little or no money. - Turn every customer touch point into powerful opportunities Includes real case studies from different types of businesses to illustrate the ideas and strategies giving the reader confidence and motivation to put them into practice. Built on 12 years of experience of delivering excellent customer service training to blue chip companies.