Abouts Books

By Lance Winslow

Before you act as if you know all there is about customer service, perhaps you might take in a bit of strategy, psychology and philosophy in the art of pleasing your customers. There is nothing easy about great customer service, and to achieve a mass number of raving clients takes work, it takes a team and it takes a little preparation and vision as well. Perhaps, I might be so bold as to recommend a couple of very good books on customer service that you indeed, may really enjoy?

"Keep the Customer - Making customer Service Your Competitive Edge" by Robert L. Desatnick. 1987.

This book explains how to turn your employees, all of them, into customer service representatives, even angelical customer service groupies. How to motivate them, train them, monitor them and turn your customers in to an army of word-of-mouth marketers. The appendix is filled with sample customer surveys and other forms, and ideas. Such as training outlines, customer exit interviews, and job descriptions of those you hire to make all this come true.

"The Customer Comes Second - and Other Secrets of Exceptional Service" by Hal F. Rosenbluth and Diane McFerrin Peters. 1992.

The philosophy, fostering and growth of the customer service attitude is this book's strength. Making customer service a way of life, its own mission statement and a given. I think that if Starbucks can bring back that legendary service that they started with, they would deserve a place in the updated next edition of this book.

My thoughts are this; if you read these two books you will walk away with a much better understanding of what customer service really is, even if you have been involved in customer service all your life!

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