Customer Satisfaction Guaranteed: A New Approach to Customer Service, Bedside Manner and Relationship Ease

This practical book, now in it's fourth printing, is a perfect introduction to a profound understanding about people, relationships, and service. Kausen's light and pragmatic style makes easy reading without losing the deep impact. It is filled with delightful and amusing vignettes that demonstrate the direct connection between state of mind, our moment-to-moment experience, and our capacities to sustain fulfilling personal and professional relationships.

The medium for discussion is working with people in the sales and service sector ( but the message is much broader. The fifteen chapters covering different types of "difficult" people will benefit anyone in any type of relationship. So successful is this book at communicating the basics about "what makes people tick" that it is used as a textbook in universities.