An important guide to customer service for managers and consumers. Through humorous anecdotes and actual incidents, the author shows managers how to encourage behavior from staff that will keep customers happy. And he shows consumers how to use their anger at incompetent salespeople to get the help they want.
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Most Helpful Customer Reviews
2 of 2 people found the following review helpful:
4.0 out of 5 stars
A must read for front-line customer service personnel,
By A Customer
This review is from: It's Not My Department (Audio Cassette)
This book helped my customer service people immensely. It provides simple, straight forward examples to how your business can improve its service. Small vignettes abound
3 of 4 people found the following review helpful:
4.0 out of 5 stars
Beat the Customer Service Blues,
By A Customer
This review is from: It's Not My Department! (Paperback)
Peter Glen's refreshing take on the CustomerService helps skewer the traditional corporate take on Customer Service. A must read for all executives who want to improve service in their company. I especially like the fact that Mr. Glen realizes the absolute importance of empowering employees to create customer satisfaction and in creating a work evironment conducive to employee creativity and happiness. One complaint... the book doesn't seem to have a general focus or thrust. Too anecdotal in nature.
2 of 3 people found the following review helpful:
5.0 out of 5 stars
Great Customer Service Can Be Yours...,
By A Customer
This review is from: It's Not My Department (Audio Cassette)
This book has taught me how to get the best service from anyone I am doing business with. It has taught me how to win as the little guy up against Sears, CitiBank, Macy's and many others.YOU are the customer in almost all situations. Do YOU get what you are paying for? I DO!! This Tape/Book is funny and informative. You will learn a lot about getting service in today's world of NO SERVICE.. The audio tape is great. The book has more examples and ideas in it though. It also teaches how to give excellent service
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