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Turning Rants Into Raves: Turn Your Customers On Before They Turn On YOU! Paperback – November 3, 2012
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About the Author
Randi Busse is President of Workforce Development Group, Inc., a training organization that partners with companies to improve customer service, increase customer retention, and maximize revenue through consultative selling and referrals. Since her company’s inception, Randi has become a trusted resource for many diverse companies and organizations that have relied on her guidance to help improve the experience they’re providing to their customers. Her programs foster a culture of ownership among employees and provide them with the skills they need to delight customers. Randi earned an M.S. in Organizational Management from University of Phoenix. She’s an engaging and inspiring speaker who uses real-life situations and humor to customize the content of her programs, getting you and your employees excited and motivated to turn your customers into loyal promoters of your company. Contact Randi: Workforce Development Group email@example.com 631-598-5598 Carol Heady is President of Learning and Performance Solutions, a consulting and training company that helps organizations improve performance in two key areas: customer service and leadership. Carol is a trainer, consultant, facilitator, author, speaker and executive coach. She’s trained thousands of employees to deliver customer service excellence, and coached hundreds of managers to increase their leadership effectiveness. Carol works with clients to implement training programs and management reinforcement strategies that improve customer satisfaction, build customer loyalty, and increase revenue. Her leadership development programs focus on increasing self-awareness, team effectiveness, and building coaching competencies to maximize individual and organizational performance. Carol earned an M.S. in Organizational Management and Human Resource Development from Manhattanville College, and received her coaching training from the leading global provider of coach training programs, Coach U. Contact Carol: Learning and Performance Solutions firstname.lastname@example.org 845-226-8047
Top customer reviews
Our entire management team read the Collins book and then we reviewed it chapter by chapter to determine how our team could use and implement the concepts.
We have now done this with the Busse / Heady book. We are requiring our customer service team and our service team read the book and we have reviewed it in small groups.
The book is easy to read and translates good practices into good actions.
I highly recommend this book for every service team!
The fictitious employees in the book, Rant and Rave, do a phenomenal job illustrating what is the right way to act and the wrong way to act in a variety of scenarios. When it comes down to it, no two people are alike, even twins, triplets, etc., have their differences. Therefore, no two scenarios are ever exactly the same.
Randi Busse and Carol Heady present core principles in their book to help create and deliver a stellar customer service experience. Even those who are in the business of customer service and believe they know everything can use this book as a resource tool. If everyone knew everything, life would be boring. You grow in life through different experiences.
Businesses today have a choice, they can give their staff the tools to honor and respect their customers (who make them profitable) through consistent training or risk losing customers to the competition. Additionally, if business owners treat their employees with respect, there is a good chance they will be happy and make their customers happy as well...look at Zappos and Nordstrom. They are two model companies for excellent customer service.
The book's title is an acknowledgement that customers ARE going to rant about something, whether or not your company did anything to deserve it, so the book doesn't address the bigger picture of how to PREVENT customer service problems, which would be a monumental task to take on. Sensibly, the authors recognize that WHEN it happens, your employees have an opportunity to turn a rant into a rave, and applying their 5 principles will go a long way to making that happen.
This book illustrates an infrequently-discussed point; that as our businesses grow, who we hire and how they interact with customers can make or break the success of the company. We'd like to think that our employees mirror our own work ethic and attitudes that helped us build our businesses. But that's just wishful thinking. Many employees do embrace positive attitudes that lead to "raves" from customers and co-workers alike. But what about those who "rant" and generate negative reactions from all they affect?
"Turning Rants into Raves" provides a how-to framework to ensure best practices and behaviors from all of your employees. This is too-important of a subject to leave to random happenstance.
One of my favorite concepts from the book is "Think like an owner." This is a principle I live by as a customer service professional. It is the best way to ensure that customers experience the best possible service and have their issues resolved in a timely and exceptional manner.
I highly recommend this book to any customer service professional, team or company who wants customers to rave about their product and service!
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