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Illman waits to be ambushed by stories

AMBUSH marketing professional Kym Illman is launching a business book – but it’s not about how to get your brand seen at every opportunity.

The founder and managing director of Messages on Hold is collating customer service stories for a book aimed at helping business owners understand and implement the power of outstanding customer service.  The book will feature 200 stories about businesses – small and large – from around the world that provide out-of-the-ordinary customer service.

According to Mr Illman, companies spend millions of dollars on advertising and promotions, yet too often pay little attention to the benefits of customer service.

“I like reading business books but I’ve never come across something like this; they tend to be about motivating staff,” Mr Illman said. “Nothing really teaches you or tells you how to deliver great customer service and it’s become so important.”

Mr Illman hopes to release the book by June next year and is eager to hear customer service stories.

Anyone kind enough to donate their story will receive a credit and a free copy of the yet-to-be-completed book.

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