Customer Reviews

Service Magic: The Art of Amazing Your Customers

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Ron Zemke takes the emotion that is tied up with the wonder of Magic and translates that experience over to the same feelings that customer should receive when they interact with our business. While the world of "slight of hand' is just that, illusion, the world of customer service cannot be. Instead we must take the basic structure used to design a magic performance and use that as a template for building out a plan for customer service.

Zemke lays out a fairly decent plan for the reader to follow and consider; beginning with the art of misdirection and ending with the wonder of the stage exit or "out". This plan is followed by many of today's most successful companies and has proven to evoke a similar feeling of wonder and amazement experienced on many of Vegas' nightly shows.

A great quote from this book is "You can't force customers to take part in the magic, but you can invite them to come and play along." Businesses that are sure to succeed no matter what the state of the economy, are those that invite the customers to participate and become part of the story.

Thank-you ,the book arrived in new condition, Mailing was on the date of arrival.Even packaged so it would not be effected by the rain. Sincerly Adrienne

Despite the rather strained analogy and the authors' laborious attempts to make it amusing for 248 pages, this book does offer some genuine magical flashes of customer service insight. You will learn a great deal that is worth knowing. Many of these insights are the kind of pointers on customer service that bear repeating, rereading and remembering. The magic metaphor is a worthy attempt to make them fresh again, and to examine the elements of place, performance and process, step by step. We recommend this book for new magicians, and even for magicians with experience who need to renew their customer service razzle-dazzle. Now, show `em how you pull that rabbit out of your hat!