Monday Morning Customer Service [Paperback]

David Reed (Author), David Cottrell (Author)

Book Description

Publication Date: February 2004

Monday Morning Customer Service is a powerful story about how to develop and keep loyal customers. It is written from the perspective of a person recently promoted to director of customer service and his interaction with a successful mentor.

The book contains eight applicable lessons that will help you deliver the outstanding service that will keep customer coming back.

Editorial Reviews

Review

...removes any doubt about the validity of the statement "birth is easier than resurrection" when it comes to managing relationships. -- T. Michael Glenn, EVP, FedEx

A powerful story that depicts how to help a team establish a customer caring attitude. A gem of a book. -- Aylwin Lewis, President, Yum Brands, Inc.

A wonderful sequel to Monday Morning Leadership! Must reading for healthcare professionals. -- Peter Murphy, President & CEO, St. James Hospital

About the Author

David Reed is founder of Customer Centered Consulting Group, Inc. David has served with Andersen Consulting, Exxon, and Walt Disney World. Using his unique ability to combine technical information with outstanding interpersonal skills, David has made his mark on the business community by teaching companies of all sizes how to enhance organizational effectiveness and increase customer service.

David Cottrell is President and CEO of CornerStone Leadership Institute. He is an internationally known leadership consultant, educator and speaker. His business experience includes senior management positions with Xerox and FedEx. He also led the successful turnaround of a chapter eleven company before founding CornerStone. David¹s 25-plus years of professional experience are reflected in fifteen highly acclaimed books and his reputation as a premier public speaker.

Product Details

• Paperback: 120 pages
• Publisher: Cornerstone Leadership Institute (February 2004)
• Language: English
• ISBN-10: 0974640328
• ISBN-13: 978-0974640327
• Product Dimensions: 8.5 x 5.5 x 0.5 inches
• Shipping Weight: 5.6 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #355,285 in Books (See Top 100 in Books)

More About the Author

David Cottrell is a premier authority on leadership and an internationally known speaker, author and business executive.

Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful:

5.0 out of 5 stars Fast, fun and practical make this book a smart buy!, June 5, 2008

By 

Kevin Stirtz "Sales, Marketing & Loyalty Expert" (Burnsville, MN, USA) - See all my reviews

This review is from: Monday Morning Customer Service (Paperback)

I like this book for several reasons.

First, it's a neat format. By using a novel format Reed and Cottrell help deliver useful advice in a fun and readable way.

Second, it's realistic. Their advice is solid and practical, the kind of stuff you can use right away.

Third, they offer lists. I'm a big fan of lists because they help make sense of a cluttered world.

This book is a fun, fast and valuable read for anyone who wants to improve the level of customer service they provide. Hats off to David and David!

5.0 out of 5 stars An easy and meaty read., January 14, 2011

By 

Debbie - See all my reviews

Amazon Verified Purchase

This review is from: Monday Morning Customer Service (Paperback)

I love all of David Cottell's "Monday Morning" books. They are easy to read and they get right to the heart of the matter. In this book on Customer service he talks about eight strategies for giving great customer service with real examples and real fixes. His books aways use the scenario of a Mentor teaching a Mentee. You feel like your listening in on the conversion and you become another Mentee.