Klienditeenindus valguses ja varjus

The book explains the nature of customer service, the concepts of customer and service provider, and discusses topics such as customer value, communication, service environment, the usefulness of using customer management software, service standards, laws, competition, and ethics.

The source material is mainly articles published in Äripäev, but a number of new interviews have also been taken. The result is a book with numerous examples, with comments from company managers and those responsible for service, as well as recommendations from trainers.