It is impossible to imagine a cowboy with only a hat and no horse; Likewise, a company cannot have only products and no service. Shep Hyken, the world's most renowned expert on customer service, describes 52 fundamental rules that will give your company a serious competitive advantage, no matter what business it does. You'll learn how to become a leader in your field, stand out from your competitors, and continually grow a community of repeat customers. It's clear from the start that this book is not meant to be read. It must be used. This is a practical guide that takes the reader on a journey to the pinnacle of customer service excellence.