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Customer Reviews
I bought this book on impulse, and then didn't read it for ages.
I'm now about half way through, and think that this is a brilliant book. He has distilled a lot of the thinking around Customer Service into a clear framework of ideas, that you could really implement.
The concepts are really well explained, in a way that is much clearer than other books I've tried to get into, which confuse you with too many statistics, or obscure models, to get their point across.
This book just explains all the key aspects of achieving top levels of Customer Service in a crystal clear fashion, and leaves you feeling like, not only do I understand this, I know I could apply this to my own business, if I just tailor the ideas to my specific situation.
My other books on Customer Service are now gathering dust, while this one will get read, re-read, and applied to my business !!!
Chris's common sense approach to retaining & building customer loyalty first seems a little dated but when practiced is unbeatable. His ideas suit all size of business.
Give a copy to your staff, your customers will thank you and your payback will be quick.
Listmania!
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