The book is outstanding and unique for the following reasons: 1. It is a teaching/training book, a student workbook and instructors manual all in one book. 2. It summarizes over 100 books and articles on the subject of Customer Service. 3. It is a quick and easy read. Only 150 pages, it supplies all the information in easy to read form with bullets and bold face type. 4. It has over 70 Questions and Action Tasks to help the individual learn and put into action the things that they have learned from the end of each chapter. 5. It has many forms, tests and tools that help in the process of understanding and implementing Outrageous Customer Service. The OCS book takes the author's experience of over 20 years in leading workshops and teaching classes on customer service. In addition Mr. Andreini's many consulting, mentoring and coaching sessions have resulted in additional opportunities to learn as well as teach new insights about outrageous customer service. The meaningful anecdotal nature of the text helps teach lessons in an easy to absorb style and helps instill a sense of purpose to the ideas expressed. The anecdotal stories also validate and bring to life the lessons to be learned. This book is important because it is unique and has different perspective on taking customer service to the highest possible level. And it does it in an easy to understand style that enables the process of implementation and learning.