World Class Service: The 6 Rules of Creating Exceptional Customer Experiences

Dennis Opstal is a mechanical engineer, has been working in the car industry since 1995 and is currently the Senior Manager After-Sales Europe for an exclusive car brand. Dennis has a passion for excellent customer experiences as a key distinguishing element for organizations.
Jean-Pierre Thomassen is organizational advisor, lecturer at the University of Groningen and at business schools, and chairman of the Service Excellence Foundation. He previously wrote 15 books, on customer service and service excellence.