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Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It! Paperback – July 26, 1999


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Editorial Reviews

From the Back Cover

Satisfy YOURSELF while satisfying CUSTOMERS. Would you like to be the kind of customer representative who can...Bring energy and enthusiasm to every customer encounter? Turn service problems into opportunities? End each day with a sense of personal accomplishment and fulfillment? Now you can! This upbeat new approach to front-line customer service can make your job as a service provider not only easier but more fun and more meaningful. Evidence shows that the people who enjoy their work the most provide the best customer service. Super Service helps you become a super performer.

"In today's hyper-competitive marketplace, outstanding customer service lies at the heart of sustainable customer loyalty. Super Service delivers clear, actionable advice on the art of delighting your customers." - Richard Notebaert, Chairman and Chief Executive Officer, Ameritech.
"Powerful...this book will make every customer service provider's job more enjoyable." - Ken Hallen, Vice President & Managing Director, Combined Insurance Company.
"Super Service is a dangerous book. It will teach you about yourself and how the 'real' you needs to show up to make customer care work. Beware: there is real learning in this book." - Patrick Canavan, Senior Vice President and Director, Global Leadership and Organizational Development, Motorola.

About the Author

Jeff Gee is a popular motivational speaker and trainer with over 20 years' experience.

Val Gee is an instructional designer, an ordained priest, and a regular contributor to Training magazine.
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Product Details

  • Paperback: 147 pages
  • Publisher: McGraw-Hill; 1 edition (July 26, 1999)
  • Language: English
  • ISBN-10: 0071405577
  • ISBN-13: 978-0070248175
  • ASIN: 0070248176
  • Product Dimensions: 7.2 x 0.4 x 9 inches
  • Shipping Weight: 9.6 ounces
  • Average Customer Review: 4.3 out of 5 stars  See all reviews (16 customer reviews)
  • Amazon Best Sellers Rank: #1,315,252 in Books (See Top 100 in Books)

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Customer Reviews

4.3 out of 5 stars
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Most Helpful Customer Reviews

8 of 8 people found the following review helpful By Rolf Dobelli HALL OF FAME on May 7, 2001
Format: Paperback
Val and Jeff Gee bring their extensive experience in employee training to a simple, yet effective book version of the training sessions they designed for top corporations. They offer seven critical ideas - keys - to providing outstanding customer service. Each one builds upon the premise and actions of the previous one, making these lessons sensible, precise, and natural to put into practice. The book illustrates each key with anecdotes, case histories, boxed lists, cartoons, and exercises. This creates an interactive learning experience. Nicely written in an upbeat, conversational style, it does not talk down to the reader or take the tone of a cold, authoritarian "employee manual." Neither is it condescending by being overly simplified in thought or tone. We [...] recommend this book to anyone whose position involves serving customers, or supervising those who do.
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8 of 8 people found the following review helpful By Firefly on May 6, 2005
Format: Paperback
Super Service is a great book for people who work on the front line like me. It is about not taking things personally and not being at the affect of the customer. When I give great customer service--I am the one who gets to feel good at the end of the day. The fact that the customer goes away feeling satisfied is just an added bonus. I've noticed that a lot of people in customer service positions act like they don't want to be there--like they are victims or something. Super Service reminds me that great service begins and ends with me. After all--if it's not about me--then who is it about?
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5 of 5 people found the following review helpful By A Customer on October 28, 1999
Format: Paperback
I'm an independent consultant who was in a group who heard you talk about Super Service. I was sitting there listening and thinking,YES!!! this is how I am. YES!!! this is what I believe. YES!!! this is how I treat my customers. YES!!! they must be very happy with me. BUUUTTT...you got me thinking that I better find out if that's really the case--so as I was sitting there I decided to create a client survey. Thanks for the inspiration. I bought your book, and it is fabulous.
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5 of 5 people found the following review helpful By A Customer on April 25, 2002
Format: Paperback
I do a lot of human resources training in my work, and have recommended this book to numerous organizations. It is well written, and makes its points clearly and without unnecessary theorizing. I also have never before seen customer service presented from the perspective that the server isn't doing it for the customer or the company, but for their own sense of excellence and satisfaction.
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5 of 5 people found the following review helpful By A Customer on September 10, 1999
Format: Paperback
I work as a manager and after reading this book I have a new outlook on how to motivate me and my team. This book gives hands-on advice that I can put to use not only at work but in my personal life too. I never realized that everyone who is not me is my customer! This book is for everyone who wants to improve their business and personal life.
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4 of 4 people found the following review helpful By H A Mills on May 27, 2000
Format: Paperback
Super Service is one of the rare books on this subject that delivers what it promises. Val Gee and Jeff Gee know their stuff and communicate it with real style and enthusiasm. Moreover the tips are practical easy to implement and inspirational.
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3 of 3 people found the following review helpful By annagirl on March 13, 2006
Format: Paperback
This is a great book for all customer sservice reps. Here is what I especially loved: I am not alone. Many people across America feel as I do. It makes me feel better about all the people I have to deal with!
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1 of 1 people found the following review helpful By Kevin Stirtz on May 27, 2009
Format: Paperback
If you're looking for a book with basic, useful, down to earth customer service advice, you should look at this one. It's a veteran and it's written by customer service veterans who know their business. This book is a fast reading one but it has a lot of punch for the price.

They start by talking about Service. Not customer service but the true meaning of service, that is, helping others. They help us understand right away, we're all here to help others.

The authors have sprinkled this book liberally with "how-to" items so you can put their suggestions to work right away. I love this! They also cover the important subject of how we can keep ourselves motivated to serve others well all the time.

Because it's a book on customer service basics, you'll find there here. Sections on attitude, understanding customers, how to reach agreement and communications. They also cover the issues of stress (and how to avoid burnout) and working with angry customers.

This is a valuable book for anyone who wants to deliver better service to their customers or who manages people who work directly with customers.
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Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It! + The Big Book of Customer Service Training Games (Big Book Series)
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