Review: Great for any CSR or Business Owner
Rating: 5 out of 5
Date: 07 20, 2014
Being a CSR (Customer Service Representative) is tough work especially when you have customers that are always complaining about something or are no satisfied. As a customer we want it when we want it, where we think it should be and we tend to blame others if it isn’t right. As a business owner you are responsible for making sure that you have good customer service in whatever business you own.The author said something in this book that is a must for every business owner, “ If you can’t retain customers by garnering customer loyalty, you can’t build your business.” This statement is so true.I worked at a restaurant one time and apparently there had been a “secret shopper” come in while I was on the front line. I received a check for $25.00 and so did the restaurant because I treated the customer “with the utmost respect”, “ treated the customer like he was a friend”, the customer felt that I took pride in my job. I felt quite proud of myself. That is the way we all want to be treated when we are a customer. The key to interacting with any customer is communication and if you do not have those skills, you are in the wrong business.If we as a customer are treated badly, talked rudely to or not get the service we expected, we will tell our friends and those friends will tell their friends and so on and there goes your business. Word of mouth can make you or break you. Customers are like the gas in a car, without that gas you are going nowhere.Struggling to have good customer relations, then this is a must read for you.Being a CSR (Customer Service Representative) is tough work especially when you have customers that are always complaining about something or are no satisfied. As a customer we want it when we want it, where we think it should be and we tend to blame others if it isn’t right. As a business owner you are responsible for making sure that you have good customer service in whatever business you own.The author said something in this book that is a must for every business owner, “ If you can’t retain customers by garnering customer loyalty, you can’t build your business.” This statement is so true.I worked at a restaurant one time and apparently there had been a “secret shopper” come in while I was on the front line. I received a check for $25.00 and so did the restaurant because I treated the customer “with the utmost respect”, “ treated the customer like he was a friend”, the customer felt that I took pride in my job. I felt quite proud of myself. That is the way we all want to be treated when we are a customer. The key to interacting with any customer is communication and if you do not have those skills, you are in the wrong business.If we as a customer are treated badly, talked rudely to or not get the service we expected, we will tell our friends and those friends will tell their friends and so on and there goes your business. Word of mouth can make you or break you. Customers are like the gas in a car, without that gas you are going nowhere.Struggling to have good customer relations, then this is a must read for you.