Book: 50 Tips for First Class Customer Service (Spearmint Tips Booklets Book 3) by Beverley Williamscategories: Book, Looking After Customers, Colleagues as Customers, Customer Complaints, Great Customer Service, Angry Customer, Complaining Customers, Customer Service
Beverley Williamsabout this book: It infuriates me when people decide that there is nothing to learn about first class customer service, if it's all common sense then why is everyone frothing at the mouth all over social media about the various types of poor customer service they have received?
If I am using the tips in this booklet in a training course and someone says, 'I already know that' I always respond with, 'and do you do it?'. This is where the gap lies. We need to view these tips with the mindset of 'Do we do this?' and if you are a manager or a business owner then you will know whether your staff need to learn or refresh themselves on these tips now.
I started the Spearmint Tips Booklets series when I realised that people loved the tips handouts I would give out in training courses, it gave me the idea to pass on the tips to a wider audience than I could reach personally.
I have been involved in management, training and customer service for more than 20 years so this Tips Booklet evolved over a fair amount of time and across different industries, the fundamentals do not vary though. The methods of interacting with our customers may have become more techie but that just brings different challenges to deliver first class customer service. Do you remember when we all used to share the statistic about an unhappy customer telling 11 others? Social media has blown that out of the water!
This tips booklets works as an individual copy for staff members and I also like to get people to read it individually and then bring them together for a discussion. You will no doubt have lots of other ideas too.
preview: read a sample from this book
what to read next: if you read and liked this book...
Other books by Beverley Williams
• Book Review: The Customer Is Always Wrong - Funny Stories and Tales of Horror From My Life In the Food Service Industry ...|
• Book Review: How to Complain - ...and get what you deserve by Deb Graham|
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