An excellent guide to not just meeting expectations but exceeding them, regardless of the business you are in. A hugely valuable book, wonderfully thought out and written and hugely practical.

I keep Cate’s book in my top drawer and used it today when I had to handle an angry parent. Chapter H – Handling Complaints and V – Venting were just what I needed.

Finally a resource I can give my team that is written by someone who understands their challenges and is passionate about their job satisfaction.

I run fortnightly ES meetings, mostly admin and there are 6 of us. Each fortnight we decide on a chapter to read in the book. Our last meeting focused on C for Communication and Defining Service Excellence. It created a lot of discussion, and I was really pleased how the team worked together

Before our administration team meetings, each member selects to read a Chapter from Cate Schreck’s book “The A – Z of Service Excellence”. At the following meeting that person presents on how the content applies to us, what they believe we do well and what we might do to improve as a team. The chapters…