Perfect Basis for Customer Service Training

books:


	• Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even ... Jeff Gee, Val Gee McGraw-Hill, 1999 - 147 pages average customer review:based on 12 reviews view larger image
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highly recommended

Perfect Basis for Customer Service Training

I have read numerous books on customer service and most of them bore me, few provide any new insight and fewer still focus on coaching attitudes to alter actions. Jeff and Val really get to the heart of what customer service is all about. Here is a testament to the validity of their ideas: I work in a training center that is launching a major customer service initiative. As part of this initiative, we are identifying people within our organization that are known "Superstars" of customer service. We interview our superstars to discover their personal philosophy of customer service and extract Lessons Learned we can use in the classroom. I am finding consistently that our superstars mirror the values identified in Super Service almost to the letter. And none of them have read this book.

The ideas are organized well, the information has a great flow and the ideas build on one another. They also keep the examples generic enough that it's easy to substitute your own organization for the examples provided. The best part of the book is the practical exercises they incorporate to solidify the most important concepts. They are easy for any competent trainer to replicate and aren't corny like most training exercises. All in all, this is THE book to train with. We are working on making this book required reading for our customer service classes.

Bravo, Jeff and Val. You have captured the essence of something everyone thinks is so easy (delivering superior service), yet no one seems to be able to do.

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Whoa! That's me in that book!

This is a great book for all customer sservice reps. Here is what I especially loved: I am not alone. Many people across America feel as I do. It makes me feel better about all the people I have to deal with!

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Highly Recommended

I've recently started a new business in the Customer Service Industry - this book has proved to be a great source for ideas and a bible-like document you must keep handy.

Great book

As someone who writes about customer service, I found this book very interesting. It's an excellent read for a customer service representative and I'd recommend companies getting the book for each of their employees. It covers some customer service basics, how to handle certain situations, and is really a great overview of what great customer service is and how to deliver it.

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reviews: page 1, 2, 3

Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!

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