IN THIS SUMMARY
In an increasingly global business world, customer service organizations are faced with more and more diversity among customers and employees. Treating customers as a homogeneous group is certain to lead to service breakdowns and even organizational failure. With the globalization of business, it is increasingly common to deal with customers who speak a different primary language and have different communication styles and preferences. In Please Every Customer, Robert W. Lucas describes how customer service professionals can provide outstanding service through careful attention to interpersonal communication, nonverbal communication, listening, and personal image.