From the Experience of everyone's worst day comes a collection of real stories of some of the worst customer service nightmares ever experienced. With invaluable clarity, Nancy Friedman, The Telephone Doctor(R), examines these incredible stories and shares her experienced insights with you. A perfect primer on the worst customer service practices and how to avoid or correct them.
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Most Helpful Customer Reviews
3 of 3 people found the following review helpful:
5.0 out of 5 stars
Previous "ratings" and my opinion on this book,
By WestWorld (Planet Earth) - See all my reviews
This review is from: Crisp: Customer Service Nightmares (Crisp Professional Series) (Paperback)
First off, I want to say that the people who gave this a one star didn't even read it I bet. Notice how all the one star reviews were written within a 4 day period and all have one or two lines. This is either the same person or a collective effort on the part of posters from a certain anti-customer website that I use to be a member of but left in disgust a few years ago. The reason I left in disgust is because they all rallied together to slam another book about customer service: "Give 'em the Pickle". I found their behavior so childish and immature that I did not want to be part of that website anymore.
Anyway, on to this book. Its a collection of stories Ms. Friedman AKA "The Telephone doctor" collected from her readers. She also throws in some stories of her own under the heading of "Nancy's Notebook". The stories are entertaining to read and Nancy make comments on what the employees did wrong and how the situations should have been handled. Some examples of the stories include: - the woman who went to buy some shoes and was told by a disgusted saleswoman that her feet were so big that only the shoebox would fit her. -The diner who found a rock in his potatoes. When he complained to the wiater, the waiter said something to the effect of "Do you want to me f'ing apologize or something". -The couple who called about a hospital bill after the wife had a baby. The employee complained if she had given birth to a healthy baby, they wouldn't be having trouble with their bill. -The woman who told a salesclerk she was "just browsing". When she found an item she wanted and asked to be rung up, the clerk basically informed her "no, you are just looking remember" and walked away. etc, etc. Again, this is an entertaining book. I love to read these type stories. Was the customer always in the right? No way. In some of the stories a manager or another employee tried to rectify the problem and the customer still wasn't satisified. But I think overall this book does have some good lessons on how to treat people.
5 of 9 people found the following review helpful:
1.0 out of 5 stars
Another Sucky Customer writes a book to whine,
By Pisky (Oregon) - See all my reviews
This review is from: Crisp: Customer Service Nightmares (Crisp Professional Series) (Paperback)
I'm wondering where the "Sucky Customers: How they can improve customer service workers lives" books are. It's about time, methinks.
4 of 8 people found the following review helpful:
1.0 out of 5 stars
Forgetting Something,
By
This review is from: Crisp: Customer Service Nightmares (Crisp Professional Series) (Paperback)
You forgot about how many customers are so awful that it drives the low wage earning customer service employees to not be as nice as they normally would. I've worked at a movie theater for about a year and started off very friendly now i dont talk to customers at all beyond what is needed for work.
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Inside This Book
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First Sentence:
"En route to another state to visit my terminally ill mother, I stopped along the roadside to call and check my mother's condition." Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service nightmares, bad customer service, poor customer service, telephone skills, billing department Key Phrases - Capitalized Phrases (CAPs): (learn more)
Mary Jones New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
"En route to another state to visit my terminally ill mother, I stopped along the roadside to call and check my mother's condition." Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
customer service nightmares, bad customer service, poor customer service, telephone skills, billing department Key Phrases - Capitalized Phrases (CAPs): (learn more)
Mary Jones New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
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