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Real World Customer Service Strategies That Work Paperback – February 1, 2004

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Paperback, February 1, 2004
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Product Details

  • Paperback: 238 pages
  • Publisher: Insight Publishing (February 2004)
  • Language: English
  • ISBN-10: 188564082X
  • ISBN-13: 978-1885640826
  • Product Dimensions: 8.8 x 5.9 x 0.7 inches
  • Shipping Weight: 10.4 ounces
  • Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Best Sellers Rank: #3,369,964 in Books (See Top 100 in Books)

Editorial Reviews

About the Author

A collaberation of experts on customer service,
Joseph Rosales
Kevin R. Miller
Jeannie Davis
Morris Taylor
Anne M. Obarski
Ron Street
John Jay Daly
David Jakielo
Celeste M. Warner
James R. Dawson
Jennifer M. Dawson
Peter Quinones
Richard Tyler

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Most Helpful Customer Reviews

By Reader Views on December 24, 2006
Reviewed by Stephanie Rollins for Reader Views (12/06)

"Real World Customer Service Strategies That Work" features Anne M. Obarski, author of "The Secrets of Mystery Shoppers." Eleven other experts give their advice and observations in short, easy-to-read form.

Joseph Rosales explains the importance of systems in customer service. He also explains that you must hire the right attitude and train for the right skills. He mentions customer service legends such as Ray Kroc, the founder of McDonald's.

Kevin R. Miller explains the importance of vision and mission statements. He gives examples of each. He emphasizes that these statements must be "concise, clear, compelling, and measurable." How many times have you seen a vision or mission statement displayed in a business that rambles and is full of fluff? How useful is that? He also explains that you do not need to write a policy over every little incident that arises. Too many policies can bog down an entity.

Jeannie Davis wrote about telephone customer service. Does it even exist? She gives practical advice on improving telephone etiquette. She made an interesting point that employees do not realize that their paychecks and security comes from the customers, not the management.

Morris Taylor explains the importance of accepting customer feedback. She describes how to improve the method of allowing customers to receive feedback. Then, what do you do with feedback? Are you going to throw customer surveys in the trash without looking at them? What is the point in that?

Ron Street's chapter was the most interesting for me, because he, too, is a realtor. The statistic about 93% of all real estate sales being conducted by 7% of the realtors is a bit scary.
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