A fast-paced challenge to managers and employees alike. Are you following the traditional customer service maxims (like "the customer is always right")? You're NUTS! Bill Geist blows away the same ol' same old with ideas and examples of breakthrough customer service that are as much about marketing your unique strengths as providing an unforgettable experience…and placing your secret weapon (your staff) in a position where they can surprise the customer with unexpected experiences.

There's a reason why Southwest Airlines is known far and wide for their incedible customer service...and it has nothing to do with being a Fortune 500 company. Indeed, if big was a criteria for developing a breakthrough customer service culture, why are the other major air carriers such a dismal failure at this most basic of all sales strategies?