Review by Yvonne Monique -- Customer Service Is DEAD
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- Yvonne Monique
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Review by Yvonne Monique -- Customer Service Is DEAD
Customer Service Is DEAD: Delivering 6-Star Service in a 1-Star World by Mitche Graf is a practical guide for entrepreneurs, business owners and customer service agents. The digital revolution and modern technologies have changed the way we deal with people. Interactions have become less personal, and it is hard to get hold of a real person to solve any service-related issues. Many online businesses have no clear contact details on their website, thus making it awfully hard for customers to contact the company. The author claims that the way for a business to stand out nowadays, is to offer excellent customer service and to exceed customers’ expectations.
Usually, we rate businesses on a 5-star scale. Mitche Graf challenges the reader to exceed these five stars and earn a magical sixth star. Therefore, he introduces the “6-Star Service Manifesto” with a lot of practical tips and tricks to improve our customer service. Each star has its own chapter that focuses on keywords, such as: “Exceed, Gold, Quickly & Efficiently, Excellence, Respect, and You.” If you want to know the ideas behind these words, you will have to read the book.
I love the author’s writing style. It is colloquial, easy to understand, and without profanity. I work in the hospitality sector and could relate to many of the author’s points of view. This book has some very useful ideas and will make business owners rethink the way they treat their customers. I liked the fact that some chapters included self-assessment questionnaires to evaluate the customer service level of your own business. The message that stood out for me was not to become complacent with your customers. This needs to be avoided in order to maintain an excellent level of customer service.
There is nothing I disliked about this book. However, I would have liked to read more about how to deal with difficult, disrespectful clients. We all know that dealing with people can be very stressful, and although Mitche Graf says that it is all right to eliminate “Low Profit/High Maintenance” customers, he does not explain exactly how to deal with these customers in real-life situations. Where do you draw the line between offering 6-star service and defending your own morals and values?
I would have loved to give this book the maximum rating, but I found more than ten grammar and spelling errors. Therefore, I rate this book 3 out of 4 stars. I recommend this book to business owners and people who must deal with customers on a daily basis. I do not recommend this book to people who do not like self-help guides.
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Customer Service Is DEAD
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