Review: Great Book
Rating: 5 out of 5
Date: 07 20, 2014
Being a small business owner for over 46 years, this book about customer service was very relevant to me.  The author writes about customers being satisfied and loyal.  The one thing he mentions is that anger never resolves a situation, the rep must keep calm and listening is a must. He goes on to tell us that a well trained customer service representative needs to be a good listener and show compassion and may at times compromise. I enjoyed reading this book and if you are either a customer service rep or a customer, it has great pointers.