Real World Customer Service Strategies That Work

Anne M. Obarski
Insight Publishing (2004)
ISBN 188564082X
Reviewed by Stephanie Rollins for Reader Views (12/06)


“Real World Customer Service Strategies That Work” features Anne M. Obarski, author of “The Secrets of Mystery Shoppers.”  Eleven other experts give their advice and observations in short, easy-to-read form. 

Joseph Rosales explains the importance of systems in customer service. He also explains that you must hire the right attitude and train for the right skills.  He mentions customer service legends such as Ray Kroc, the founder of McDonald’s. 

Kevin R. Miller explains the importance of vision and mission statements.  He gives examples of each.  He emphasizes that these statements must be “concise, clear, compelling, and measurable.”  How many times have you seen a vision or mission statement displayed in a business that rambles and is full of fluff?  How useful is that?  He also explains that you do not need to write a policy over every little incident that arises.  Too many policies can bog down an entity.

Jeannie Davis wrote about telephone customer service.  Does it even exist?  She gives practical advice on improving telephone etiquette.  She made an interesting point that employees do not realize that their paychecks and security comes from the customers, not the management.

Morris Taylor explains the importance of accepting customer feedback.  She describes how to improve the method of allowing customers to receive feedback.  Then, what do you do with feedback?  Are you going to throw customer surveys in the trash without looking at them?  What is the point in that?

Ron Street’s chapter was the most interesting for me, because he, too, is a realtor.  The statistic about 93% of all real estate sales being conducted by 7% of the realtors is a bit scary.  It was motivating, also.  I want to be part of the 7%!

This book is motivating.  It will let you see the forest for the trees.  Managers of all levels, small business owners, and customer service consultants will benefit from “Real World Customer Service Strategies That Work.”  It is easy to read.  It is divided into quick chapters.  I recommend it!

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