Customer Reviews

301 Great Customer Service Ideas (301 Series)

5 star:		(1)
4 star:		(0)
3 star:		(0)
2 star:		(1)
1 star:		(0)

 

 

This book delivers on its promises. Each page contains one case study of a customer service idea that was implemented by a small business. Of the 301 ideas, many, many of them were directly applicable to my company, and those that weren't serve as a good basis for brainstorming. Reading through the case studies is inspiring as well, since the business owners typically also report on the positive feedback they've received (or increased profits earned) after implementing their idea. Since purchasing this book, we have purchased one copy for each of our 3 locations, and instituted a program for implementing the ideas. Each month, one employee per location is in charge of choosing and idea from the book (or inspired by the book) and implementing it. Highly recommended. Other books can inspire managers to have the DESIRE to improve customer service - this book gives you practical ideas for IMPLEMENTING improved customer service.

I was excited to read this book but was hoping for a lot more. Any suggestions on ideas that are actually new? I felt this book was a bit touchy-feely (which makes me as a customer feel queasy) and not hitting at real issues in customer service communication etc. This book might have had fresh ideas in 1977 but not 1997. Here's some of the ideas I found lacking (too many to list):
- sensitivity training
- estimate on the high side
- make follow-up phone calls
- laptop computer presentation

I mean am I just cutting edge here? If you haven't heard of this stuff, you shouldn't be in business.

I think I got about 5 ideas from this book I hadn't already considered, 2 of which were inspired by reading the book but not really talked about here.