Customer Reviews

Superior Customer Service: How to Keep Customers Racing Back to Your Business--Time Tested Examples from Leading Companies

5 star:		(8)
4 star:		(0)
3 star:		(0)
2 star:		(0)
1 star:		(1)

 

 

Author Dan Blacharski has done it well. He's written a book about one facet of business that has not been dealt with much recently, despite its critical importance to business success. Blacharski discusses all aspects of customer service for both web-based and conventional businesses, and he defines guidelines for establishing a business whose employees have the "customer service mindset" that, undoubtedly, leads to increased sales and profitability.

This book is chock full of advice and specific steps and procedures to follow to create a customer service-oriented environment that will set a business apart from the competition. It is an excellent treatment of the subject and will be invaluable to business owners, customer service managers and personnel, and sales personnel.

When you pick up this book, jump right to "The Ten Commandments of Customer Service for Managers" and "The Ten Commandments of Customer Service for Employees" (pages 252-254), read them, and then start at the beginning.

I have not and will not read this book b/c of all the bogus book reviews. Please notice how every 5- Star review shares the same pattern: time frame when written (August - December 2006), the author's other book reviews were also written in the same time frame, every reviewer appears to read the same books (including those unrelated to customer service), etc.

I am very disappointed Amazon does not have more safeguards to prevent deceptive practices like this from occuring. What really makes me mad is how many books I've purchased in the past that received glowing reviews, but were absolutely terrible. Now I make it a point to do more research before purchasing any book or product. Buyer Beware!!!

If you are looking for tips on how to keep customers once they have walked through your door (or wandered onto your website), this book may be just the thing you are looking for. This nicely done, 280+ page book has very short, easy to digest sections within each chapter. Whether you are looking for the customer service "Golden Rule" or looking to keep your website user-friendly, you will find how to do that in this selection.

In addition to a very extensive table of contents, this book has several numbered and bulleted lists that are wonderful resources for business owners. If a question arises about customer service, it is simple to find the answer! From questions to ask on an online survey to hints on how to motivate your staff, these lists are easy to read and understand - therefore they will be much easier to implement!

This title would be appropriate on any business owners' shelf - whether being utilized for a storefront or an online business.

From the Presidential Suite to the mailroom, and all the levels in between, the customer service aptitude of employees can make or break the success of a business. In his book, Superior Customer Service, Blacharski provides a fresh primer to reinforce the power that customer services has in the compettive world of business. Old conventional widom is shined up with new and fresh perspectives that make the informational, accessible and practical information provided a MUST for every employee. It is my opinion that this is the perfect text to build a customer service in-house training program around. Alternatively, it should be distributed as required reading at new employee orientation with the name badges and insurance information. It really is that good.

With so many stores retail and online selling the same products at nearly the same prices, what makes consumers decide to shop at one place over another? SUPERIOR CUSTOMER SERVICE is the answer - and a book that tells both brick n mortar and online stores how to win over the competition. Chapters detail innovations, tips and tricks which are easy to implement and that drive customer attention and interest.

Diane C. Donovan
California Bookwatch

Superior Customer Service - How to Keep Customers Racing Back to Your Business-Time Tested Examples from Leading Companies is a book examining the power of customer service and why some businesses are successful and why others fall on their face. The revolving theme of the book always comes back to the term called "consideration". People are human and deep inside; everyone wants to feel that they are worth your company's time and effort.

The author, Dan Blacharski, does a great job of explaining that it is human nature to receive strokes and accolades for great service. Just because you have a great product it doesn't mean that you will be successful. You must have the customer service component strategize and implemented before you can open a door to a business or sell a product.

The author illustrates various components that you need to make a small business work through customer service. The book explains the logistical placement of products so that a customer can find them easily without having to go through a confusing maze of products.


There is information in the book about creating an effective customer service staff.
Effective customer service strategies are able to cross-sale and sale up and item if the customer service representative has the knowledge of products and other similar products. For any type of business, this is a must read.

How many times have you heard that customer service is not a concern of companies anymore? If you want to increase the sales in your store or business, then you want this book. This book is a great tool for teaching and leading your employees to making your customers feel appreciated. Implementing these techniques and ideas are sure to add money to your bottom line. You will want this book for sure!

I bought this book because I wanted to increase my conversion ratios. I wanted to know how to generate business and keep my costumers coming back. There are tried and true tricks for building consumer loyalty, and many of them are revealed in Blacharski's manual.

If you're a follower of the author's, you'll really appreciate this book. It's past-paced and, like it says, a ready-made step-by-step costumer service training manual. His "Ten Commandments for Managers" and then "...Employees" are great checklists/tools.

Blacharski also covers ethical ways to effectively collect client information and outsource. Superior Customer Service is also an entertaining read. There's a section that shows when to put on specific kinds of customer service "hats." My favorite description is of "The Spelunker's Helmet." It makes perfect sense. So does explanation of "The Mind Reader's Turban."

So you have a business, and you have customers; what now? "Superior Customer Service" is a one-stop-shop for all of your customer service needs.

Blacharski provides business owners with a fool-proof guide to keeping customers happy and business booming. With easy to read large type and bulleted checklists, finding the solution you need to any customer service issue could not be easier.

I would recommend this book for anyone who wants to run a successful business. In fact, buy this book for your employees and keep the "Ten Commandments for Employers/Employees" on hand too keep things running smoothly.