4 out of 4 stars
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Customer Service DNA: Building Blocks that Drive Customer Loyalty by Curtis Hill and Erik Alberts is a nonfiction book designed to help businesses understand and improve their customer service. This book provides businesses with the tools needed to keep their customers coming back to them even after experiencing problems. The subject of customer service is approached from a business and consumer perspective. This gives a balanced point of view and provides positive solutions for both parties.
I originally wanted to read this book because, to me, customer service is the most frightening aspect of business. I dislike confrontation so the thought of dealing with an angry customer is scary. However, I realized from this book that customer service is much much bigger than simply dealing with an angry customer. It is about making every customer’s entire experience with you and your business, a positive one. The information in this book is beneficial whether you are a business owner or an employee. Likewise, it is helpful whether or not you work in a customer service department because every part of a business affects the customer’s experience. Every worker plays an integral part in achieving customer satisfaction.
I always appreciate it when a book is concise and organized well. This one certainly met my expectations. I did not have any issues with the author rambling or going off in too many directions. This book takes a direct approach and follows through with a precision that is pretty impressive. Additionally, this book is organized into four sections. At the end of each section, there is a brief summary as well as practical application tips. I like this because it not only is a great reminder if you read the book over a long period of time, but it also reinforces the key points in your memory. I like that it makes it easy to go back at a later date and look through the summarizations without having to re-read the whole book.
Nonfiction books often contain a lot of information which can be hard to grasp if you are not familiar with the subject. This makes quality examples and analogies an important part of a book. Relevant and interesting examples are like the “spoonful of sugar” that “helps the medicine go down”. I thoroughly enjoyed learning from the examples provided in this book. There are just enough to get the point across without slowing it down.
I am happy to say that I can not find anything wrong with this book. This is a very rare occurrence for me as I almost always can see ways for a book to improve. I enjoyed it, learned a lot from it, and can see that it will be really helpful for people looking to improve their business. Without a doubt, Customer Service DNA: Building Blocks that Drive Customer Loyalty has earned 4 out of 4 stars.
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Customer Service DNA: Building Blocks that Drive Customer Loyalty
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Great job on the review. Congratulations to Curtis Hill and Erik Alberts on such an obviously well written book.
