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]

Jeff Gee (Author), Val Gee (Author), Jeff Gee (Author), Val Gee (Author)

Book Description

Publication Date: July 26, 1999

Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!

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.

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: 9.1 x 7.3 x 0.5 inches
• Shipping Weight: 9.6 ounces
• Average Customer Review: 4.3 out of 5 stars  See all reviews (15 customer reviews)
• Amazon Best Sellers Rank: #726,127 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

8 of 8 people found the following review helpful:

5.0 out of 5 stars Working with customers, May 6, 2005

By 

Firefly (Chicago) - See all my reviews

This review is from: 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)

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?

8 of 8 people found the following review helpful:

4.0 out of 5 stars Insightful!, May 7, 2001

By 

Rolf Dobelli "getAbstract" (Switzerland) - See all my reviews
(HALL OF FAME REVIEWER)    (TOP 500 REVIEWER)    (REAL NAME)   

This review is from: 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)

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.

5 of 5 people found the following review helpful:

5.0 out of 5 stars Excellent training resource, April 25, 2002

By A Customer

This review is from: 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)

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.