Rating: 
Summary: An excellent book on an often ignored subject- complaints
Review: This book is a fantastic discussion of an often ignored area of customer service: complaints. Standard policy at most businesses is to treat complaints as a necessary evil, and this book makes an overwhelming case that they should be viewed as a boon. Instead of dismissing them or tolerating them, they should be analzyed and recorded as vitally important feedback. After all, a complaint is simply a customer telling you how you can improve. In my own workplace I've used these concepts to great advantage. It has definitely improved my customer service. Recently I even got into an argument with my boss regarding one of our secretaries who constantly complains. When I was the assistant manager I really grew to value her as an unfiltered source of honest feedback. When we screw up her copy jobs she tells us! Yowza! I even complimented her in a secretaries meeting one day because she complains so much. Many of the secretaries smile and say nothing. When my boss heard that I had specifically asked for more complaints, he almost shot me. He thinks she's just a pest and complaints should be prevented. Anyway, after I started trying to embrace her complaints instead of dodging them, she not only became more understanding when we screwed up, but she became one of my biggest personal supporters! She's even volunteered to write me a recommendation if I need it!
Rating:
Summary: An excellent book on an often ignored subject- complaints
Review: This book is a fantastic discussion of an often ignored area of customer service: complaints. Standard policy at most businesses is to treat complaints as a necessary evil, and this book makes an overwhelming case that they should be viewed as a boon. Instead of dismissing them or tolerating them, they should be analzyed and recorded as vitally important feedback. After all, a complaint is simply a customer telling you how you can improve. In my own workplace I've used these concepts to great advantage. It has definitely improved my customer service. Recently I even got into an argument with my boss regarding one of our secretaries who constantly complains. When I was the assistant manager I really grew to value her as an unfiltered source of honest feedback. When we screw up her copy jobs she tells us! Yowza! I even complimented her in a secretaries meeting one day because she complains so much. Many of the secretaries smile and say nothing. When my boss heard that I had specifically asked for more complaints, he almost shot me. He thinks she's just a pest and complaints should be prevented. Anyway, after I started trying to embrace her complaints instead of dodging them, she not only became more understanding when we screwed up, but she became one of my biggest personal supporters! She's even volunteered to write me a recommendation if I need it!
Rating: 
Summary: Too Nice and a Long Free Advertisement
Review: This is a good book. Now for the reality - this book is 200 pages of advertising for the authors' consulting firm - every correct example comes from their files. Indeed there are only correct examples - there is never a case when someome screwed up and died - every case comes out too nice - life is not like that. The title is misleading - it is a book of tactics, there is not a strategic thread in any chapter. Get a copy, it has some good ideas, but try not to pay for it, they do not deserve the cash and the opportunity to push their firm at your expense.
Rating: 
Summary: Excellent focus on the behaviors for customer handling
Review: Unlike many books on the subject, this publication is very quick to deal with the practical behaviors and steps for dealing with customers. Although the writers at times may feel there is never a bad customer, they still provide very realistic and helpful models for dealing in the customer service business. The book is also written broadly enough to be usefull to practitioners outside of the typical customer call center environment. I am an H.R. Director in a Middle East service related company. I found many of the issues, ideas and concepts very applicable to staff organizations as well.
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