Toporek offers tips and advice for effectively interacting with customers on a day-to-day basis. The material is divided into ten sections, each focusing on a different aspect of customer service. Topics include handling nightmare customers, understanding the digital front lines, owning the service floor, and communicating like a pro. Of special note is a section dealing with seven “service triggers,” i.e., circumstances that create a negative experience for the customer. Service triggers such as being ignored, being disrespected, being abandoned, and being hassled are discussed. Annotation ©2015 Ringgold, Inc., Portland, OR (protoview.com)