xv about thE authoR arah Cook is the Managing Director of The Stairway Consultancy Ltd. She has 20 years' consulting experience specializing in customer service and culture change. Prior to this Sarah worked for Unilever and as Head of Customer Care for a retail consultancy. Sarah has wide experience of helping public and private sector organizations improve their complaint management and customer service. She works in the UK and on a global basis. Sarah regularly speaks at conferences on customer service, complaint management and culture change. She is a business author with 35 books and manuals published. Other titles published by Kogan Page include: s Customer Care Excellence;