This book is no longer in publication. The guy who wrote it used to work for Eastern Australia Airlines and has obviously moved on to a better job.
I have the book but it is currently doing the rounds of my mates in Australia who have interviews coming up.
It is in my opinion that it is the best CX study guide going around, although have not been updated for a few years. Expands greatly on XYZ...
I'm afraid the only way to get it these days is to copy it from someone who has it...... before i get a flood of PMs requesting that, as i mentioned I don't have it at the moment.
good luck
