Review by regina_sand88 -- Customer Service Is DEAD
1 posts
[Following is a volunteer review of "Customer Service Is DEAD" by Mitche Graf.]
In[I]Customer Service Is DEAD: Delivering 6-Star Service In A 1-Star World, entrepreneur and author Mitche Graf provides a guide to taking any business to the next level, with a focus on improving customer service and customer experience. For the purpose of this, he appeals to his experience as a businessman and as a customer.
The author starts from the premise that social networks and new technologies have changed the relationship between customer and service provider, but it does not mean that this important relationship is destined to perish since millennials and new generations give great value to this aspect and look for a personalized and friendly treatment when making a purchase, even when these are taking place online. This leads to the question of whether the business can adapt to these new demands and thus ensure success and a wide group of loyal customers. To accomplish this, each entrepreneur or service-oriented worker must ask themselves a set of specific queries provided by the author, that will lead them to recognize where they are failing, what they are doing right, and what they can improve. In short, to design a strategic and action plan according to the company's goals. One of the positive aspects of this reading is that it teaches us to see that customer-business relationships should not just be based on a mere monetary transaction but also human interaction and connection. His strategy applies to both small businesses and corporations and fits today's demands. In addition to a series of tips, techniques, and strategies, Graf offers some ideas and actual examples of businesses like Nordstrom that have excelled in their customer service strategy and shares real stories that will certainly inspire any business owner or person working in customer service.
I do not have any negative aspects to point out besides a couple of minor typos that could have been eliminated with more detailed editing.
Therefore, I choose to rate the book 4 out of 4 stars. I think it is a useful, informative, and inspiring book that deals with current issues that can affect a business. Graf's writing is brief and concise. It is a short read that can have a positive and lasting impact and it is at the same time an attempt to do not let human relations decay in an ever more artificial and machine-driven world.
I highly recommend this book to any entrepreneur, business owner, or service-oriented worker.
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Customer Service Is DEAD
View: on Bookshelves |
In
The author starts from the premise that social networks and new technologies have changed the relationship between customer and service provider, but it does not mean that this important relationship is destined to perish since millennials and new generations give great value to this aspect and look for a personalized and friendly treatment when making a purchase, even when these are taking place online. This leads to the question of whether the business can adapt to these new demands and thus ensure success and a wide group of loyal customers. To accomplish this, each entrepreneur or service-oriented worker must ask themselves a set of specific queries provided by the author, that will lead them to recognize where they are failing, what they are doing right, and what they can improve. In short, to design a strategic and action plan according to the company's goals. One of the positive aspects of this reading is that it teaches us to see that customer-business relationships should not just be based on a mere monetary transaction but also human interaction and connection. His strategy applies to both small businesses and corporations and fits today's demands. In addition to a series of tips, techniques, and strategies, Graf offers some ideas and actual examples of businesses like Nordstrom that have excelled in their customer service strategy and shares real stories that will certainly inspire any business owner or person working in customer service.
I do not have any negative aspects to point out besides a couple of minor typos that could have been eliminated with more detailed editing.
Therefore, I choose to rate the book 4 out of 4 stars. I think it is a useful, informative, and inspiring book that deals with current issues that can affect a business. Graf's writing is brief and concise. It is a short read that can have a positive and lasting impact and it is at the same time an attempt to do not let human relations decay in an ever more artificial and machine-driven world.
I highly recommend this book to any entrepreneur, business owner, or service-oriented worker.
******
Customer Service Is DEAD
View: on Bookshelves |
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