****** - Verified Buyer
4.5
I highly recommend this book. Not that I could fully mine its wisdom in the short time I've owned it, but I think it is excellent.It is simple and direct, and does not take years and years of customer service training to understand. It is grounded in sound theory about how museums, zoos, and other attractions actually work and how guests interact with those places (and each other in those places). Most importantly, the author approaches the entire work from the viewpoint of guests. I know that sounds simple, but her approach disarms some of the traditional barriers to building great guest service by framing the entire book the way she does.The book is oriented toward action, versus often unfruitful and empty intellectual exercises.It is by far one of the best works on the subject I've seen.
