Review by Marcel Cantu -- Customer Service Is DEAD
26 posts
[Following is a volunteer review of "Customer Service Is DEAD" by Mitche Graf.]
Customer Service is DEAD by Mitche Graf is a non-fiction book that explores the steps to creating a six-star business experience. A six-star business experience is one where customer’s expectations are not only met but are anticipated and exceeded by a company. Graft discusses how this can be done by breaking down positive and negative customer service experiences from his own life and detailing what makes an interaction disappointing or above expectation. The book addresses not only Graft’s own business practices but the practices of other exceedingly successful businesses such as Lego, Disney, Starbucks, and Nordstrom. Graft collects tenets for successful business and distills them in a very straightforward manner that makes readers feel like they have the tools to advance their business and the ability for exceptional customer service in their own endeavors.
Customer Service is DEAD focuses largely on the shift in customer service caused by modern-day customers and technology. Rather than slow, quality experiences, customers today prioritize speed and convenience in business interactions. Much more business is also done over the phone or online causing further separation between customers and personal interactions with businesses. In dealing with these modern factors of customer service, Graft focuses on the importance of making a customer feel special and going beyond what is expected. This can be done by asking questions, being efficient, and following up with customers among other things.
What I like most about this book is the questions and checklists included to create tangible steps for improving a business. Customer Service is DEAD does not offer abstract advice, but has readers visualize their goals and then gives readers a direct path to achieving those goals. One does not need to be a business expert to follow the clear steps presented and begin the road to greater business success. There was nothing that I disliked about this book.
I would give Customer Service is DEAD by Mitche Graf a four out of four-star rating. It has no noticeable errors and seems to be professionally edited. The writing is succinct and easy to read. The advice is very tangible and gives people looking to improve their business clear footholds in beginning the process. Additionally, the book is an excellent mix of Graf’s personal business experiences along with his advice on achieving more successful customer service interactions.
I would recommend this book to anyone who owns or operates a business. This book has incredibly helpful information for anyone who has employees or deals directly with customers. I have read many books similar to this, but Customer Service is DEAD is the best at giving straightforward advice that can be directly applied to any business.
******
Customer Service Is DEAD
View: on Bookshelves
Customer Service is DEAD by Mitche Graf is a non-fiction book that explores the steps to creating a six-star business experience. A six-star business experience is one where customer’s expectations are not only met but are anticipated and exceeded by a company. Graft discusses how this can be done by breaking down positive and negative customer service experiences from his own life and detailing what makes an interaction disappointing or above expectation. The book addresses not only Graft’s own business practices but the practices of other exceedingly successful businesses such as Lego, Disney, Starbucks, and Nordstrom. Graft collects tenets for successful business and distills them in a very straightforward manner that makes readers feel like they have the tools to advance their business and the ability for exceptional customer service in their own endeavors.
Customer Service is DEAD focuses largely on the shift in customer service caused by modern-day customers and technology. Rather than slow, quality experiences, customers today prioritize speed and convenience in business interactions. Much more business is also done over the phone or online causing further separation between customers and personal interactions with businesses. In dealing with these modern factors of customer service, Graft focuses on the importance of making a customer feel special and going beyond what is expected. This can be done by asking questions, being efficient, and following up with customers among other things.
What I like most about this book is the questions and checklists included to create tangible steps for improving a business. Customer Service is DEAD does not offer abstract advice, but has readers visualize their goals and then gives readers a direct path to achieving those goals. One does not need to be a business expert to follow the clear steps presented and begin the road to greater business success. There was nothing that I disliked about this book.
I would give Customer Service is DEAD by Mitche Graf a four out of four-star rating. It has no noticeable errors and seems to be professionally edited. The writing is succinct and easy to read. The advice is very tangible and gives people looking to improve their business clear footholds in beginning the process. Additionally, the book is an excellent mix of Graf’s personal business experiences along with his advice on achieving more successful customer service interactions.
I would recommend this book to anyone who owns or operates a business. This book has incredibly helpful information for anyone who has employees or deals directly with customers. I have read many books similar to this, but Customer Service is DEAD is the best at giving straightforward advice that can be directly applied to any business.
******
Customer Service Is DEAD
View: on Bookshelves
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