Review by Sandra Anjeo -- Customer Service Is DEAD
2 posts
[Following is a volunteer review of "Customer Service Is DEAD" by Mitche Graf.]
Customer Service Is Dead: Delivering 6-Star Service In A 1-Star World by Mitche Graf, is a book that he writes about the importance of both customer service, and customer experience in the business world. His book is written based on the market research and his vast experience in the business world. Throughout his book, he gives amazing examples of his experiences as a customer. He also writes about the death and rebirth of customer service, which is attributed to the fact that the world has changed greatly and is now demanding things faster, more conveniently and at a cheaper price. Graf explains its death in the early 1990s, as a result of businesses embracing technological advancements, which replaced the human force. He also tells us that to retain customers and save businesses, the rebirth process is necessary. It consists mainly of 6 steps which he discusses in detail in different chapters. Additionally, Graf encourages entrepreneurs to: go above and beyond when dealing with customers in order to exceed their expectations, treat them like gold in their interactions, correct their mistakes quickly and efficiently, create an unparalleled culture of service excellence, build business relationships with mutual respect, and to remember at all times that a customer is the most important part of their businesses.
I was immediately attracted to this book because of its title. Customer service plays a major role in business, therefore, an intriguing subject to an entrepreneur such as myself. Graf provides practical solutions to most of our lacking customer service, which in turn, affects a customer's experience. According to him, a 6-Star mentality will not only revolutionize the way a business operates, but it will also create a competitive edge in the market. This book is both amazingly informative as well as beautifully written. The prose delivered is magnificently crafted; the author provides us with simple yet efficient ways to help improve customer service.
Criticizing this book is almost impossible but if I were to point out what I disliked, it would have to be one of the author's expressions, which I felt was suggestive. It was the last bit in the sentence, ”Sometimes, you are better of saying no than to attempt to service a new customer who will only be a pain in the backside!” which he used to emphasize his point. This however, is on the borderline and does not take away from the book's richness and my enjoyment of the same.
I rate this book a 4 out of 4 stars because the author has poured both his heart and soul into it. Its editing was also done uncommonly.
I would recommend this book to anyone getting into the business space, a student of communication, business or any other related field and entrepreneurs looking for ways to better their customer service and experience. It is also a good read for people working in different organizations under the customer services and public relations departments because it provides great suggestions as well as examples which I believe are a game changer for any business.
******
Customer Service Is DEAD
View: on Bookshelves
Customer Service Is Dead: Delivering 6-Star Service In A 1-Star World by Mitche Graf, is a book that he writes about the importance of both customer service, and customer experience in the business world. His book is written based on the market research and his vast experience in the business world. Throughout his book, he gives amazing examples of his experiences as a customer. He also writes about the death and rebirth of customer service, which is attributed to the fact that the world has changed greatly and is now demanding things faster, more conveniently and at a cheaper price. Graf explains its death in the early 1990s, as a result of businesses embracing technological advancements, which replaced the human force. He also tells us that to retain customers and save businesses, the rebirth process is necessary. It consists mainly of 6 steps which he discusses in detail in different chapters. Additionally, Graf encourages entrepreneurs to: go above and beyond when dealing with customers in order to exceed their expectations, treat them like gold in their interactions, correct their mistakes quickly and efficiently, create an unparalleled culture of service excellence, build business relationships with mutual respect, and to remember at all times that a customer is the most important part of their businesses.
I was immediately attracted to this book because of its title. Customer service plays a major role in business, therefore, an intriguing subject to an entrepreneur such as myself. Graf provides practical solutions to most of our lacking customer service, which in turn, affects a customer's experience. According to him, a 6-Star mentality will not only revolutionize the way a business operates, but it will also create a competitive edge in the market. This book is both amazingly informative as well as beautifully written. The prose delivered is magnificently crafted; the author provides us with simple yet efficient ways to help improve customer service.
Criticizing this book is almost impossible but if I were to point out what I disliked, it would have to be one of the author's expressions, which I felt was suggestive. It was the last bit in the sentence, ”Sometimes, you are better of saying no than to attempt to service a new customer who will only be a pain in the backside!” which he used to emphasize his point. This however, is on the borderline and does not take away from the book's richness and my enjoyment of the same.
I rate this book a 4 out of 4 stars because the author has poured both his heart and soul into it. Its editing was also done uncommonly.
I would recommend this book to anyone getting into the business space, a student of communication, business or any other related field and entrepreneurs looking for ways to better their customer service and experience. It is also a good read for people working in different organizations under the customer services and public relations departments because it provides great suggestions as well as examples which I believe are a game changer for any business.
******
Customer Service Is DEAD
View: on Bookshelves
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