Rating: 
Summary: Very inspirational!
Review: Preparing for a new function in Customer Service, I am reading a few books on the subject. This one I love! The theory is easy to imagine for use in practice, the examples ring a bell and the illustrations are funny and relevant. Simply one of the best guidebooks I've ever read! I think I will keep it on my desk just for motivational purposes.
Rating:
Summary: Great book!
Review: This book is great. It's well written, covers alot, has good quotes, and has many amusing cartoons.
Rating: 
Summary: Customer Service for Employees on the Front Lines
Review: Unlike many customer service books which focus primarily on managing customer service, this recently revised classic by Kristin Anderson & Ron Zemke provides a wealth of information for employees who work on the front lines of customer service. The authors start by making the point that, even in the largest of organizations, you may be the only person in the organization that the customer ever interacts with. Therefore, customers often judge the entire organization based on their interaction with you. In the competition to attract customers, the most important part of the "service advantage" is you.In the service game, the results are clear -- organizations that empower their employees to provide top quality customer service are considerably more successful than organizations that don't. And it is not enough just to meet customers minimum expectations. In order to sustain a competitive advantage, organizations have to find ways to exceed customers' expectations or, as the authors say, to provide "knock your socks off" service. Knock your socks off service is defined as: Reliable - delivering on promises Responsive - providing service in a timely fashion Reassuring - building trust through competence and confidence Empathetic - recognizing customers emotional state and responding accordingly Tangibles - taking pride in the quality of the materials that you produce Failing at even one of these key service elements could lead customers to look elsewhere for service. According to the authors' research, as many as 25% of your customers are currently dissatisfied enough to consider doing business with someone else. Imagine the impact that failing to deliver on service promises or being unresponsive to customer concerns would have on that number. However, even small factors, such as the cleanliness of your service area, can have big effects on a customer's willingness to do business with your organization. The wealth of the book is that it is jam-packed with tips that you can use to become "knock your sock off" service providers. The book provides great ideas for improving your customer interactions, whether your interactions are face-to-face, telephone, or email/mail. You will also learn proven techniques for becoming a "fantastic fixer" able to solve even the toughest service problems. For example, while most people focus on fixing the problem, "knock your socks off" employees focus on fixing the person as well. The authors even provide helpful tips on taking care of yourself by managing stress and becoming a continuous learner.
Rating:
Summary: Customer Service for Employees on the Front Lines
Review: Unlike many customer service books which focus primarily on managing customer service, this recently revised classic by Kristin Anderson & Ron Zemke provides a wealth of information for employees who work on the front lines of customer service. The authors start by making the point that, even in the largest of organizations, you may be the only person in the organization that the customer ever interacts with. Therefore, customers often judge the entire organization based on their interaction with you. In the competition to attract customers, the most important part of the "service advantage" is you. In the service game, the results are clear -- organizations that empower their employees to provide top quality customer service are considerably more successful than organizations that don't. And it is not enough just to meet customers minimum expectations. In order to sustain a competitive advantage, organizations have to find ways to exceed customers' expectations or, as the authors say, to provide "knock your socks off" service. Knock your socks off service is defined as: Reliable - delivering on promises Responsive - providing service in a timely fashion Reassuring - building trust through competence and confidence Empathetic - recognizing customers emotional state and responding accordingly Tangibles - taking pride in the quality of the materials that you produce Failing at even one of these key service elements could lead customers to look elsewhere for service. According to the authors' research, as many as 25% of your customers are currently dissatisfied enough to consider doing business with someone else. Imagine the impact that failing to deliver on service promises or being unresponsive to customer concerns would have on that number. However, even small factors, such as the cleanliness of your service area, can have big effects on a customer's willingness to do business with your organization. The wealth of the book is that it is jam-packed with tips that you can use to become "knock your sock off" service providers. The book provides great ideas for improving your customer interactions, whether your interactions are face-to-face, telephone, or email/mail. You will also learn proven techniques for becoming a "fantastic fixer" able to solve even the toughest service problems. For example, while most people focus on fixing the problem, "knock your socks off" employees focus on fixing the person as well. The authors even provide helpful tips on taking care of yourself by managing stress and becoming a continuous learner.
Rating: 
Summary: Terrible
Review: Worst business book I've read in a long time.
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