Michael Kappes is a Senior Manager, Customer Experience & Client Services at Better World Books at Better World Books. Colleagues describe them as "Mike's history shows an obviously extraordinary customer care professional, but what you might not know is the value he is brining behind the scenes. Mike sees the big picture and proactively coordinates between departments with different needs and fills critical communication gaps that aren't being met otherwise. During my time at Better World Books, Mike and I had an ongoing transaction wherein I would give him a heads-up on upcoming promotions that could impact his team, and he would give me a heads-up on how customers would react -- and an early warning whenever their team noticed discrepancies or feedback patterns from customers. Even before he was promoted to more senior roles, Mike took on this responsibility to make sure everything worked and customers were happy. Mike truly embodies the difference between customer service and Customer Care."