Review by Bell123 -- Customer Service Is DEAD
3 posts
[Following is a volunteer review of "Customer Service Is DEAD" by Mitche Graf.]
Customer Service Is DEAD by Mitche Graf is an inspiring and helpful book that would appeal to any business owner that is looking to offer better service to their customers, and also build their business through 6-Star service. It is a quick read, which I like, which could be referred back to again and again. I could see how any business owner or customer facing employee could benefit from this book. The book is written in a step by step process that can be used in any order, which he lets us know at the end of the book.
He talks about the death and rebirth of customer service because of the new age of internet, exceeding expectations, "Gold Star" treatment of customers, making good on mistakes, creating a culture of good customer service, building relationships, and the importance of the customer as the #1 person to focus on. I especially loved how he writes about "Gold Star Service", using examples of renowned hotel's services and what it can do for your business. I love the examples he gives towards the end of the book regarding well-known businesses that have provided over the top service, and he also writes about nightmarish customer service, and examples of how things should definitely not be done and the consequences. That was the most enjoyable part of the book, for me. He includes excepts about his family that are witty and add a personal touch to the book. He talks about how customer service had died due to the internet taking over, and how companies now have to work their way back up to 6 Star Service once again in the modern world. He uses relevant examples all through the book of companies who excel in each area of customer excellence. The book is full of useful ideas regarding how to incorporate modern, fresh, technological advanced ideas into the person's or company's business. I think this is why this book would stand out from other stale and less relevant books regarding customer service that are outdated, or do not address the real issues, or are theoretical and boring. It is written in a practical and vibrant way that speaks to the reader. He has utmost respect for the customer, which shines through in every chapter.
This could be the book for any business owner or even customer service worker that really inspires them to go all out for the customer, and make their experience an unforgettable one. I found it made me want to do better, and in my next customer service role or business, I would just want to apply every principle he has gone over in the book. I loved that although a business owner would be the main target audience, those in a customer facing role could benefit and potentially get a lot out of the book.
The book is easy to read and it made me feel ready to take on the world "with new eyes". I found the appeal was in how useful and relevant the instructions are. There are so many businesses struggling and they are not realizing that this level of customer service is what is needed to recover from the current climate in the world we are facing. It is harder for businesses than ever, and this book could really help put someone's business over the top.
There is nothing I really did not enjoy about the book. I saw ways I could incorporate 6 Star Service into any future business endeavors, or even in my current customer facing job. I am now inspired to offer the "Gold Star Excellence" to all my endeavors. I give this book a 4/4. It is a relatively short read, and it has obviously been meticulously edited. I am pleased to give a good well written review for someone who inspires me to do better. It will inspire those looking to give the new 6-Star service to their customers, whether in customer service or a business owner, or anyone in between in the company.
******
Customer Service Is DEAD
View: on Bookshelves
Customer Service Is DEAD by Mitche Graf is an inspiring and helpful book that would appeal to any business owner that is looking to offer better service to their customers, and also build their business through 6-Star service. It is a quick read, which I like, which could be referred back to again and again. I could see how any business owner or customer facing employee could benefit from this book. The book is written in a step by step process that can be used in any order, which he lets us know at the end of the book.
He talks about the death and rebirth of customer service because of the new age of internet, exceeding expectations, "Gold Star" treatment of customers, making good on mistakes, creating a culture of good customer service, building relationships, and the importance of the customer as the #1 person to focus on. I especially loved how he writes about "Gold Star Service", using examples of renowned hotel's services and what it can do for your business. I love the examples he gives towards the end of the book regarding well-known businesses that have provided over the top service, and he also writes about nightmarish customer service, and examples of how things should definitely not be done and the consequences. That was the most enjoyable part of the book, for me. He includes excepts about his family that are witty and add a personal touch to the book. He talks about how customer service had died due to the internet taking over, and how companies now have to work their way back up to 6 Star Service once again in the modern world. He uses relevant examples all through the book of companies who excel in each area of customer excellence. The book is full of useful ideas regarding how to incorporate modern, fresh, technological advanced ideas into the person's or company's business. I think this is why this book would stand out from other stale and less relevant books regarding customer service that are outdated, or do not address the real issues, or are theoretical and boring. It is written in a practical and vibrant way that speaks to the reader. He has utmost respect for the customer, which shines through in every chapter.
This could be the book for any business owner or even customer service worker that really inspires them to go all out for the customer, and make their experience an unforgettable one. I found it made me want to do better, and in my next customer service role or business, I would just want to apply every principle he has gone over in the book. I loved that although a business owner would be the main target audience, those in a customer facing role could benefit and potentially get a lot out of the book.
The book is easy to read and it made me feel ready to take on the world "with new eyes". I found the appeal was in how useful and relevant the instructions are. There are so many businesses struggling and they are not realizing that this level of customer service is what is needed to recover from the current climate in the world we are facing. It is harder for businesses than ever, and this book could really help put someone's business over the top.
There is nothing I really did not enjoy about the book. I saw ways I could incorporate 6 Star Service into any future business endeavors, or even in my current customer facing job. I am now inspired to offer the "Gold Star Excellence" to all my endeavors. I give this book a 4/4. It is a relatively short read, and it has obviously been meticulously edited. I am pleased to give a good well written review for someone who inspires me to do better. It will inspire those looking to give the new 6-Star service to their customers, whether in customer service or a business owner, or anyone in between in the company.
******
Customer Service Is DEAD
View: on Bookshelves
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