Written by Michael D. Brown, MBA, this book turns traditional thinking on its head by focusing not just on the customer but also on the employee experience. His message is simple: treat your team like they’re No.1, and they’ll deliver world-class service that keeps customers coming back and telling others.
Packed with practical insights, this book demonstrates how respect, motivation, and the right tools can inspire employees to provide an exceptional customer experience. The result? Loyal customers who become enthusiastic brand ambassadors.
Whether you’re leading a hospitality team or developing a service culture, Fresh Customer Service offers an energising and people-first approach that delivers real results.
The IoH Library, free for IoH members to access, contains a special selection of eBooks, journals and audiobooks covering hospitality, leisure, tourism, career development and business and people management.
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