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Editorial Reviews
Customer Service, Aiming for Excellence is a fast-paced, humourous and fresh approach to Customer Service that will benefit both first time employees and seasoned professionals as well. This easy-to-read, 'one sitting', book tells you how to handle different customers instead of just why you need to. The fun and insights are inescapable and 'it provides the tools to deal with difficult situations with confidence and a greater understanding of the underlying motives behind behavior'.
Customer Service, Aiming for Excellence introduces the concept of "Linked Pairs", the relationships between the situations/conditions that cause a problem and the generally appropriate techniques that aid in solving it.
Aiming for Excellence also teaches you to identify the 5 customer types and how best to handle them based on their personality.
The book also discusses Opportunities for Excellence, Everyday Extraordinary Service and Professionalism. If you have already read a book on customer service, have some fun and add this one to your list. If you read only one book on customer service make this one it!
About the Author
Tim Bonomo is a native of Corning, NY. Tim has degrees in Liberal Arts, Interdisciplinary Communications and Business Administration and is pursuant of his Masters in Education.
Tim is the recipient of the Robert J. Uplinger Distinguished Service Award from the Lions International Foundation as well as the SuperStar Award from Wegmans Food Markets for outstanding customer service.
Tim has also won an award from Paramount Studios for outstanding marketing in a national contest.
Tim co-hosted and produced a weekly television talk show and served several times as a special guest lecturer to graduate students at Cornell University, on the topic of public relations.
Tim and his wife, Doreen, have two children, Nicholas and Kelly.
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There isn't a company out there that doesn't claim to have customer service as one of their highest priorities. Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Human Condition, Expectation Mismatch, Cooperative Problem Solving, Everyday Extraordinary Service, Junkyard Dog, Linked Pairs New!
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Front Cover | Table of Contents | First Pages | Back Cover | Surprise Me!
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