Two Sides to Every Coin... The Customer Isn't Always Right! [Paperback]

Naomi Black (Author)

Book Description

Publication Date: May 2004

AN INSIDE STORY of CUSTOMER SERVICE

"Two Sides To Every Coin" is an intimate, inside look into what retail personnel must face every day when dealing with consumers. Funny and poignant, it explores the depths that consumers will sink to in order to get their way -- and the lengths they will go to when they don't. It challenges the cliché, "The customer is always right" by showing that often, the customer is in fact wrong. It reveals just how hard customers will lean on that phrase to increase their own level of self-importance, while tearing down the level of importance of others. While the book is highly focused on the actions of consumers, it also offers the consumer insight into the different types of retail stores and how their operations run. It touches on specific store policies and the reason for their implementation, and gives the consumer a clearer picture as to why retail stores do not all follow the same guidelines. For many of the associates who work in the industry, it is, finally, a voice.

Editorial Reviews

Review

"A unique look at troubling trend." -- David Schumacher, the author of "Buy and Hold"

"This book entertains as well as educates." -- Louis C. Martin, MD, the author of "God and Atom"

"Two Sides To Every Coin' is a wonderfully sarcastic, humorous look into the world of shopping.." -- Rusty Fisher, co-author of "Systems for Success"

About the Author

Author Naomi Black knows of which she speaks. Born in Chicago, Illinois, home of some of the biggest and busiest retails chains in the country, she has been in the retail industry for over 23 years and knows it intimately, having held positions from cashier to senior level management.

Product Details

• Paperback: 190 pages
• Publisher: DNJ Books (May 2004)
• Language: English
• ISBN-10: 0975361805
• ISBN-13: 978-0975361801
• Product Dimensions: 8.3 x 5.5 x 0.4 inches
• Shipping Weight: 8.8 ounces (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (3 customer reviews)
• Amazon Best Sellers Rank: #3,033,068 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

5.0 out of 5 stars Comes from an author's knowledge of the retail industry, July 9, 2004

By 

Midwest Book Review (Oregon, WI USA) - See all my reviews

This review is from: Two Sides to Every Coin... The Customer Isn't Always Right! (Paperback)

Finally: a guide which comes from an author's knowledge of the retail industry and daily dealings with troublesome customers! Naomi Black's Two Sides To Every Coin is provocatively subtitled "The Customer Isn't Always Right!" - and cogently explains why. Accounts of retail complaints and resolutions pinpoint when the consumer is right and when fair is fair. Two Sides To Every Coin offers guidelines for assessment and problem solving at the retail level, and any involved in customer service will consider it both eye-opening, entertaining and educational (and all too true!).

1 of 2 people found the following review helpful:

5.0 out of 5 stars Finally someone understands how the associate feels!!, October 14, 2004

By 

Samtha Black "Sam" (Cincinnati, Oh) - See all my reviews

This review is from: Two Sides to Every Coin... The Customer Isn't Always Right! (Paperback)

It is about time that someone wrote about the trials and tribulations that associates go through everyday when they go to work. This book says it all. Every customer should read this book before they step foot into a retail store. Yes, customer service is our top priority, but there are limits to what we can and should do to satisfy a customer. I believe that everyone in the U.S. should have to work just 1 day in a retail store to understand what we must put up with. What happened to treating people the way you want to be treated!! Thanks Naomi!!

1 of 2 people found the following review helpful:

5.0 out of 5 stars Yahoo! Finally!, July 18, 2004

By 

Sarah (Atlanta, Georgia) - See all my reviews

This review is from: Two Sides to Every Coin... The Customer Isn't Always Right! (Paperback)

Finally someone had the nerve to write a book as such! Awesome! It was sooooo needed. For anyone who works in the retail industry and has dealt with those CIAR club customers - here is your voice! Working in retail should be just like any other job -we should not have to deal with being cussed at, yelled at, or insulted just because someone didn't get their way. Hats off to you Naomi - it's about time someone showed them how stupid they look!