Customer Review: Good buy. Worth the time to read this book. This book offers basic insights that are easy to put into practice in any management situation.
Customer Review: If you want your organization to rise above the competition when it comes to delivering great customer service, I recommend that you read this book and apply the principles within it.
Customer Review: I was very dissapointed with this book - it features extremely basic information about customer service and phone skills. The books stresses that the phone should be answered quickly, politely and that the CSR should listen to the caller. They recommend taking complete messages, calling back... more info
Customer Review: Customers expect to be treated with courtesy and respect. And most are quite polite themselves. But sometimes, customers can be so blunt or denigrating that you or your employees may start to feel offended and upset. Regardless of your own feelings, it's best to respond with tact and diplomacy.more info
Customer Review: I found this book packed with useful information that is delivered in a simple to understand format suitable to digest one chapter at a time. I'm a big buyer of business books and found this to be one of the more usefull tools I've acquired. Similar to the Fast Forward MBA Series this is a great... more info
Customer Review: If you are looking for bite size stories that can be absorbed in a minute or less, this is a great book. Most are light-hearted and entertaining, though none will make you laugh out loud and some are pretty weak. However, with nearly 200 real stories covered, everyone will find a few that resonate... more info
