What does it really mean when you talk about Quality Service? Many people just talk about it, but really do not put it into action. A lot of it has to do with the Human Element. As Human Beings can we give strangers the kind of service, the kind loving gestures and extra effort in the same way that our mothers give us? Is this then impossible to achieve? Can we achieve that kind of care to our customers and to our clients therefore enhancing their experience and ultimately building customer loyalty? 100% pehaps is not feasible, but as close to it as possible is feasible. The author, an expert on CRM believes that by following the ideas and exercises explained in this very unique service instructional management text book; all is possible and nothing is impossible.