Since originating the popular Knock Your Socks Off Service books several years ago, consultant and trainer Ron Zemke has justifiably been regarded as an expert on the whys and hows of delivering top-drawer customer service. Now, teamed with quality-management specialist John A. Woods, he has combined 35 reflective yet pragmatic articles that clarify the connection between great customer service and superior organizational performance. Zemke first explains why such efforts are vital and then provides an assortment of cost-effective ways to implement a variety of service plans. He receives help from contributors such as Chip R. Bell on nurturing loyalty, Janelle M. Barlow and Dianna Maul on maintaining high standards during peak-demand periods, and Gary Connor on developing company-wide campaigns. This is a terrific resource for better understanding what consumers really want and how to create systems that will meet their demands. --Howard Rothman