In 1993, as a part of an assignment in Seminary, I wrote a book review. I present it here as a look at an interesting topic and a demonstration of ideas that have interested me through the years.
Customer Service for Dummies by Karen Leland and Keith_Bailey is an excellent resource for improving customer service.
The target audience is geared toward people in customer related fields, or any field that deals with the public. But it is also recommended to be read by anyone who works with people, which is ultimately everyone. From this audience recommendation, it is also recommended that the reader take the book and use it. However, a recommended course of action for implementation is little by little. These principles all at once could turn upside-down many of our business practices.
The authors, Leland and Bailey, are co-founders of Sterling Consulting Group, Inc., an international management consulting group for quality service and managing rapid growth. They have spoken extensively on many mass media outlets and have consulted many of the largest corporations. This gives them an excellent research base to draw into this book. The purpose the authors have for the book is “to help you to not only be a better business-person but also a better customer.”(p.xxxi)
They approach this topic with much objectivity in that they give both sides of the story. They spend an entire chapter on being a good customer, rather than the entire book on giving good service.
The thesis of the book is straightforward and understandable. Customer Service for Dummies is a down-to-earth, step by step guide that takes the mystery out of providing the best possible service to your customers.”(xxxi) The authors develop this thesis by first giving an overview of the book. They then follow with simple individual strategies. After briefly describing these individual improvements they move to a larger scene of the company. Through a six step process of discussion the authors explain how the managers of the company can create an atmosphere of customer service. An entire section is then devoted to dealing with the difficult customer. The final section describes several ten step or lists of ten ideas to achieve better service.
Throughout the book there are several key passages that add to the books quality. The first is the chapter focused of service training. By spend this chapter on service training; the authors put the responsibility on the managers for good customer service. They see the need for training._ Customers service just does not happen without it. The second is the chapter on getting good service. This chapter is vital to the book because the author’s premise is on seeing service through the eyes of the customers. This idea permeates all of the techniques of the book. The final passage this report will cover is the passage covering Good Customer Service Habits. Through this chapter, the authors provide helpful hints on the acts of service. They give a list of ten things to do to get the customer service activities strong in the company.
This book has proven to be very applicable. It can be used in many different areas of life. Primarily, it can be used in the business world in direct customer service roles. Then it can be used in employee relationships and other relationships as well. The book is timeless because in is principle centered. The principles will not change, but the attitudes of the people will. This book could very well be there to help other generation cope with customer service problems of the future. In addition to timelessness, and applicability, this book is complete. The book provides a concise look into all of the areas of customer service and breaks each one down to explain them in common language. The book covers the gamut in the field of customer service.
In conclusion, I recommend this book to readers today and tomorrow. This book has much information to be gained in an easy to understand format. I enjoyed reading the book with its layout and illustrations and look forward to reading it again in the future.