Top positive review
4 people found this helpful
I love this book.
on April 30, 2014
If you are a CSR, a customer service manager, a customer service executive, a salesperson, educator, or business owner, you need to read, understand, and live by this book.
This book captures at least four decades of the best customer service training principles into one concise, easy-to read, idea-packed location.
I love this book for at least three reasons.
First, Richard Gallagher's writing style captured the essence of good customer service. As you read the words, you can hear him having a conversation with you. The tone is extremely personal. It is not academic, authoritarian, nor aggressive. I felt that way from the opening chapter. Then, on page 136, in his discussion of using Social Media, he writes, "Instead, use genuine, accessible language - the kind you might use with a good friend over lunch." Richard Gallagher preaches what he practices and practices what he preaches.
Back on page 22, I found the most important four words in the book: "He had my trust." These four words sum up the feeling every customer should experience with you and your organization. If your customers do not trust you, you lose.
Gallagher then goes on in the following pages offering examples and strategies that show you how to build that trust.
Finally, I love his teaching style. He tells stories about typical customer encounters that require a customer service survival kit, relates some typical "untrained" responses, offers a more customer friendly strategy and then challenges the readers to write out their method for handling specific sticky situations.
The rest of the book then offers a multitude of techniques filled with common sense methods for handling a multitude of bad situations.
This book is a winner.