Review by Fola_M -- Customer Service Is DEAD by Mitche Graf
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Review by Fola_M -- Customer Service Is DEAD by Mitche Graf
[Following is a volunteer review of "Customer Service Is DEAD" by Mitche Graf.]
At one time or the other, many people have had something to say about a service they’ve encountered or a product they’ve purchased. Some may have even given it a rating, ranging from a 5 to a 1 star, depending on their level of satisfaction. But a 6-star rating? That’s definitely new, and it really caught my attention in this interesting book, Customer Service Is DEAD: Delivering 6-Star Service in A 1-Star World, by Mitche Graf.
The author is a seasoned entrepreneur and businessman with over 25 years of experience in a multitude of eclectic businesses. These range from restaurants to a photographic studio to even an award-winning limousine business. In every venture, he has learned the hard truth; great customer service is essential to the success of any business. In this book, he outlines the necessary steps required for a business to stand out amongst the rest. He proposes a new 6-star rating and explains how businesses can deliver top-notch customer service. He gives real-life examples of customer service experiences all around the world with a dispassionate analysis of each one.
I must admit the author is very good with words and knows how to communicate them to his readers. I was engrossed from the very start as he began with a real-life example of a personal customer service experience. His writing style drew me into the scenario, and I felt I was actually there watching it play out.
I also like how he broke down the customer service rating, explaining each star and what it entails. He did not only define what good customer service is, but he also explained what businesses are doing wrong and how they can modify their tactics. All these are communicated in clear and easy points that would be easy for anyone to understand and try out.
However, I must say the real-life examples of good/bad customer service experiences across businesses worldwide were the highlights of the book for me. A particular one stood out for me; the Morton’s The Steakhouse example. It was simply amazing. The fact that a business would go out of their way to satisfy their customer like that is unbelievable. On the other hand, the bad customer service from Auto Performance Shop had me reeling in disbelief. The author really did a good job putting all these facts together to drive home his point.
The only issues I had with the book were the several typos I encountered. I have to say it wasn't professionally edited. This is the only reason why I would score it 3 out of 4 stars. Otherwise, it was a refreshing read with an original concept. So, if you are a business owner (it doesn’t matter whether you are new or old in the game), you can pick up this book for a fresh perspective on how to stand out in the crowd. If you are a consumer of products or services (whether young or old), you can also pick up this book. You'll definitely learn how you deserve nothing less than 6-star exemplary customer service. In short, this book is suitable for absolutely everyone.
******
Customer Service Is DEAD
View: on Bookshelves | on Amazon
At one time or the other, many people have had something to say about a service they’ve encountered or a product they’ve purchased. Some may have even given it a rating, ranging from a 5 to a 1 star, depending on their level of satisfaction. But a 6-star rating? That’s definitely new, and it really caught my attention in this interesting book, Customer Service Is DEAD: Delivering 6-Star Service in A 1-Star World, by Mitche Graf.
The author is a seasoned entrepreneur and businessman with over 25 years of experience in a multitude of eclectic businesses. These range from restaurants to a photographic studio to even an award-winning limousine business. In every venture, he has learned the hard truth; great customer service is essential to the success of any business. In this book, he outlines the necessary steps required for a business to stand out amongst the rest. He proposes a new 6-star rating and explains how businesses can deliver top-notch customer service. He gives real-life examples of customer service experiences all around the world with a dispassionate analysis of each one.
I must admit the author is very good with words and knows how to communicate them to his readers. I was engrossed from the very start as he began with a real-life example of a personal customer service experience. His writing style drew me into the scenario, and I felt I was actually there watching it play out.
I also like how he broke down the customer service rating, explaining each star and what it entails. He did not only define what good customer service is, but he also explained what businesses are doing wrong and how they can modify their tactics. All these are communicated in clear and easy points that would be easy for anyone to understand and try out.
However, I must say the real-life examples of good/bad customer service experiences across businesses worldwide were the highlights of the book for me. A particular one stood out for me; the Morton’s The Steakhouse example. It was simply amazing. The fact that a business would go out of their way to satisfy their customer like that is unbelievable. On the other hand, the bad customer service from Auto Performance Shop had me reeling in disbelief. The author really did a good job putting all these facts together to drive home his point.
The only issues I had with the book were the several typos I encountered. I have to say it wasn't professionally edited. This is the only reason why I would score it 3 out of 4 stars. Otherwise, it was a refreshing read with an original concept. So, if you are a business owner (it doesn’t matter whether you are new or old in the game), you can pick up this book for a fresh perspective on how to stand out in the crowd. If you are a consumer of products or services (whether young or old), you can also pick up this book. You'll definitely learn how you deserve nothing less than 6-star exemplary customer service. In short, this book is suitable for absolutely everyone.
******
Customer Service Is DEAD
View: on Bookshelves | on Amazon
Latest Review: Moonlight Serenade by Terry Mark
