Downloads:
Must Read Me — This file has important information about the password.

Download the Must Read Me file. This a .rtf and can be opened by any modern word-processing application.

Customer Services resources - This file (a zip archive) contains 8 files which can be used as part of a project or in team meetings.
You'll need the Must Read_me file and a copy of the Customer Experience book at hand to unlock the files.

Download the resources.