In the Shoes of the Customer: Simple Customer Service Solutions for a Complex World [Hardcover]

George Olds (Author)

Book Description

Publication Date: October 12, 2006

"In the Shoes of the Customer: Simple Customer Service Solutions for a Complex World" is an engaging look at what has happened to Customer Service in North America and how it can be improved. Author George Olds challenges the notion that customer service is a complex process. It debunks the "The customer is always right" myth, and takes a "return to the basics" point of view. Written in a fun, learn-by-doing manner, it proposes 3 simple solutions to satisfying customers' needs, namely: - Be AWARE, - Show you CARE, and - Do your SHARE - to meet or exceed customers' needs on each and every interaction. Readers are shown the 3 solutions, and are given 5 easy tools to deliver them - consistently - to help businesses get happy, satisfied, repeat customers. The author suggests replacing needlessly complex processes with the simple things that service providers can and should do to: determine needs (become AWARE), demonstrate concern about those needs (show you CARE), and explain what they're doing to satisfy those needs (do your SHARE). The 3 solutions and 5 tools are vividly illustrated with personal real-life stories, anecdotes and examples that demonstrate low-cost options that help people deliver effective customer service - by putting themselves in the customers' shoes. It addresses sales techniques that flow naturally from good customer service, for example how effective questioning (and, of course, listening for the answers) can pinpoint needs quickly and lead to a sale. It concludes with "The Customers' Bill Of Rights: Ten Things Your Customers Want And Deserve (But Probably Aren’t Getting)".

Editorial Reviews

Review

"a must read for anyone selling to and serving the public. Full of very practical advice, spiced with humour." --Randall Linton, President, Interior Care/ServiceNational, Toronto, (personal e-mail August, 2006, quoted in the book)

"If you want your staff to get better at excellent customer service, this book is for you ... very enjoyable read" --Tom Stoyan, Canada's Sales Coach, Toronto, (personal e-mail, August 2006, quoted in the book)

"timeless principles, powerfully simple and easy to implement. Follow them and your relationships will improve and your business will grow." --Richard Elmes, The Sales Dating Guy, (Personal e-mail, September, 2006, included on back cover of the book)

About the Author

George Olds helps organizations get repeat, happy, satisfied customers. He speaks, trains and writes about simplifying customer service, sales and communications. He’s been a customer since he earned his first paycheque when he was 12 years old. He is the President of Go4Results!, a skills development firm that works with organizations who want to improve the business skills of their staff and volunteers. As well as the recognition from American Airlines mentioned in this book, he has also been given customer service awards by IATA and American Express. A Distinguished Toastmaster, his hobbies include writing letters to the editor, promoting social justice, and rescuing abandoned dachshunds. In addition to being a National member of the Canadian Association of Professional Speakers, he is also the Vice President of Never Say "No Comment" Inc. Together with company President, Ian Taylor, they wrote "Never Say 'NO COMMENT' - How Spin Doctors Answer Questions" which spent 9 months on the National Post best-sellers list. Olds "makes the learning seem like play", says the Miami Herald. He is an award-winning keynote speaker, and in-demand seminar leader, and a Certified Instructional Designer who has been training since 1990. Please read his books or go to his website for details on how he can help your organization improve the skills of the people who do your business.

Product Details

• Hardcover: 114 pages
• Publisher: L B Publishing (October 12, 2006)
• ISBN-10: 0973447214
• ISBN-13: 978-0973447217
• Product Dimensions: 9.1 x 6 x 0.6 inches
• Shipping Weight: 9.6 ounces (View shipping rates and policies)
• Amazon Best Sellers Rank: #7,201,516 in Books (See Top 100 in Books)