1) I should start by saying that I bought this book believing I would learn ways I could create and implement new value-added services (for instance free services to help a a customer use a product or make the most of it). It does not address that definition of value-added service.

2) This book addresses how important stellar customer service is, and how all aspects of an organization contribute to the quality of customer service a consumer receives. There are many, many, many books that address this topic. And in my humble opinion, this book offers nothing new on these topics.

Maybe I bought the book with the wrong assumption in the first place. But even if you do want a book that addresses #2 above, I'd first recommend "Moments of Truth", by Jan Carlzon (sp?).