The protagonist in this book, Kelsey Young, worked part-time at the Ferguson retail chain while studying for her business degree. While working, she found that the store's service was always difficult to satisfy customers. She studied extreme service courses in college and realized the importance of caring for customers. So she used the knowledge she learned in the class to try to change the current situation of the Ferguson chain store. In the end, she reborn the chain store. This book uses such a management fable to show readers the immeasurable role of the ultimate service concept and the ICARE model in corporate management and operations. It has great reference significance for Chinese companies to improve service quality, win customer trust, and enhance corporate value.
