Review of Customer Service Is DEAD
Posted: 24 Aug 2021, 08:38
[Following is a volunteer review of "Customer Service Is DEAD" by Mitche Graf.]
This is a wonderful piece of work that reveals a practical way to revive customer service and not only provide the popular 5-star service, but to reach beyond the customer's expectations and give a 6-star service. Mitche Graf explains how the entrepreneurs lost touch with their customers over the years due to technology and the impact that the lose has on the customer experience. The author expectly indulges in ways of getting back a superb customer service and customer experience which will not only have customers coming back for more but also recommending your services to many others. He emphasises that the customer is the centre of the business and they have to be treated "...like gold... " as he puts it. He also explains how to be polite without seeming to be a weakling and how to empathise, handle customers' complaints and heated arguments calmly. Mistakes happen wherever there is a continuous human interaction, especially where there are expectations. Customers have expectations and as an entrepreneur, you may not know each and every one's expectations. If they are not satisfied, customers will complain. Mitche explores how to deal with the mistakes quickly and efficiently. He addresses the CEOs, CMOs and other business personnel on how to behave in order to reach the ultimate goal: a 6-star customer service. He takes it step by step from 1-star to the 6-star service. As he explores this journey with the reader, he uses real life experiences of service he came across. He was driven by one driver from Uber who got lost for more than an hour and that was a bad service. He was also driven by an Uber driver afterwards who whose services were excellent and beyond expectation. Graf goes on to mention how important it is to hire employees who already love working with people and to motivate them since they are your direct contact with the customers. He engages the reader on the ways of satisfying the employees and training them to treat customers with the utmost respect and care. Greetings, a service with a smile, listening, helping customers by solving their problems are some of the key points that he explores that lead the business into achieving an unforgettable customer experience. He has a list of questions that would definitely come in handy for entrepreneurs, who are willing to achieve the 6-star rating, to brainstorm. He also has answers that would help or strategies that would assist where entrepreneurs face difficulties.
Customer service is dead is wonderfully coherent. It gives the reader a step by step guide on how to improve, and assurance that, if applied, there will be a tremendous change to the business.
Although Mitche explores the customer service brilliantly, he assumed that every reader knows the abbreviations used in business like CEA on page 99 and CEO on page 141. He did not give the full meaning of the abbreviations.
I rate this book 3 out of 4 stars because it does have some typographical errors that need attention.
I recommend this book to everyone who would want to start a business or whose work entails interacting with people everyday for services.
******
Customer Service Is DEAD
View: on Bookshelves | on Amazon
This is a wonderful piece of work that reveals a practical way to revive customer service and not only provide the popular 5-star service, but to reach beyond the customer's expectations and give a 6-star service. Mitche Graf explains how the entrepreneurs lost touch with their customers over the years due to technology and the impact that the lose has on the customer experience. The author expectly indulges in ways of getting back a superb customer service and customer experience which will not only have customers coming back for more but also recommending your services to many others. He emphasises that the customer is the centre of the business and they have to be treated "...like gold... " as he puts it. He also explains how to be polite without seeming to be a weakling and how to empathise, handle customers' complaints and heated arguments calmly. Mistakes happen wherever there is a continuous human interaction, especially where there are expectations. Customers have expectations and as an entrepreneur, you may not know each and every one's expectations. If they are not satisfied, customers will complain. Mitche explores how to deal with the mistakes quickly and efficiently. He addresses the CEOs, CMOs and other business personnel on how to behave in order to reach the ultimate goal: a 6-star customer service. He takes it step by step from 1-star to the 6-star service. As he explores this journey with the reader, he uses real life experiences of service he came across. He was driven by one driver from Uber who got lost for more than an hour and that was a bad service. He was also driven by an Uber driver afterwards who whose services were excellent and beyond expectation. Graf goes on to mention how important it is to hire employees who already love working with people and to motivate them since they are your direct contact with the customers. He engages the reader on the ways of satisfying the employees and training them to treat customers with the utmost respect and care. Greetings, a service with a smile, listening, helping customers by solving their problems are some of the key points that he explores that lead the business into achieving an unforgettable customer experience. He has a list of questions that would definitely come in handy for entrepreneurs, who are willing to achieve the 6-star rating, to brainstorm. He also has answers that would help or strategies that would assist where entrepreneurs face difficulties.
Customer service is dead is wonderfully coherent. It gives the reader a step by step guide on how to improve, and assurance that, if applied, there will be a tremendous change to the business.
Although Mitche explores the customer service brilliantly, he assumed that every reader knows the abbreviations used in business like CEA on page 99 and CEO on page 141. He did not give the full meaning of the abbreviations.
I rate this book 3 out of 4 stars because it does have some typographical errors that need attention.
I recommend this book to everyone who would want to start a business or whose work entails interacting with people everyday for services.
******
Customer Service Is DEAD
View: on Bookshelves | on Amazon