A brilliant, reserved, passionate man.

A mysterious, unusual, intense woman.

These are the 2 central figures in Through the Glass Darkly – a fable on customer service. Revolving around the intricacies of everyday life and relationships, Through the Glass Darkly extracts new insights from even simple everyday activities, like cooking, and draws interesting parallels with organisational processes.

Through the Glass Darkly explores the intricacies and peculiarities of the relationship that unfolds at the point where the customer meets the corporation.

Using a world of illustrations and a parable inspired writing style, Through the Glass Darkly breaks down the elusive phenomena of customer service into practical lessons.

This resource book opens the door to strategies for making customer service effortless, effective and refreshing.

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