Customer Astonishment: 10 Secrets to World-Class Customer Care

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Customer Astonishment: 10 Secrets to World-Class Customer Care
by Darby Checketts
from Robert D. Reed Publishers

Customer Reviews:

• Avg. Customer Rating: 4.0 / 5.0

• Just When You Think You Know it All!
  What is "Customer Service?" What does this phrase really mean? For years, I thought I truly knew what it meant, and that I was doing a great job of delivering it to my customers. Then along came Darby Checketts' book, "Customer Astonishment - 10 Secrets to World Class Customer Care" and, "Wow", what an eye-opener!
  I realized it was not so much about delivering great customer service, but understanding how to create a service excellence culture within your organization, which involves the commitment... more info

• Stunningly Brain Numbing
  I "read" this book in hopes of having my thoughts enlightened in the area of customer astonishment, an area that I have been desperately trying to become accomplished in since my younger years as a lemonade salesman, and my unfortunate run-in with the law after I threw pure lemon juice into the eyes of a customer who tried to steal a cup without paying the requisite $.25 fee. His rabid cursing and accusations of me taking advantage of his citrus-sensitive pupil stuck with me for the rest of my life, and I... more info

• A Painful but Informative Read
  If you can overlook Checkett's cheerleader narrative, shameless book plugs, and the lame (and seemingly desperate) attempts to develop catch phrases, then you will find a lot of very useful information concerning customer service. Checkett's does touch on the importance of technology, treating your employees as "internal customers", and it's relationship with customer service but I don't think the point was stressed enough. My guess is because it's an involved and alienating subject but nevertheless the... more info

• An Absolute Necessity for Any Business Owner to Read and Own!
  Darby Checketts hits a home run with this book, it's worth way more than the asking price. It's full of great examples, good advice, and step-by-step ways to achieve customer astonishment. This book would benefit anyone that owns, runs, or manages a business.

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