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Any one who is new to customer service should read this book. This book offers many different scripts for difficult customer situations. I have been in customer service for several years and the book gave me some reminders as well as some new ideas that I plan to try out.
Its boring and not what I expected at all. I've been reading this a couple weeks. This is a VERY boring book. Normally I can get through material like this in a couple days.
Best of look to your company in the future.With Best Regards,Dave Klein Although I haven't finished reading this book, it arrived in a timely manner in excellent condition.I look forward to reading more of this book which seems well-written as well as worthwhile reading from cover to cover.Thanks for your excellent service.
A lot can be learned from this book. My customer service agents are utilizing this book to help improve their quality of customer service. This book was exactly what I expected it to be. I love that it not only gives you ideas for how to respond, it also breaks it down to what skills are used in the wording (such as empathy).
This comes across very positively to the customer and avoids the customer service/sales person sounding like an automaton. People can still be trained what to say and what not to say but, most importantly, they do this is a way that is genuine and authentic to them. is to provide people with a framework that they can adapt to their own personal style.
Saying the wrong thing to a customer is often worse than saying nothing at all. They can usually detect if a customer service or sales representative is using "canned scripts". There is some useful content in this book, particularly related to what not to say.
When working with organisation's to improve their customer service my preferred approach (and that of my customer's). I do endorse certain powerful phrases (or "mini scripts" if you like) and you will find material to help in this book.Simon Hazeldine Bestselling Author of "Bare Knuckle Customer Service", "Bare Knuckle Selling" and "Bare Knuckle Negotiating" The example dialogues help to bring the book to life.
My reservation is that in my experience customers in today's modern world are intelligent and discerning.
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