Customer Service

Best Face Forward

Jeffrey Rayport and Bernard Jaworski

Organizations face increasingly demanding customers and a lack of skilled workers to serve them. The new frontier in customer service goes beyond product to evaluation of ‘how’ the customer is viewing the company and its interaction with them. To become involved with “What face are you putting forward to your customer?” has to become the new business mantra.

Magnetic Service

Chip R. Bell and Bilijack R. Bell

Organizations that inspire ‘cult’-like devotion to their product and services are the ones who will survive into the future. The book outlines seven secrets of how to do this: Three of the Secrets

• Make trust a verb,
• Focus on the customer’s hopes, not just needs,
• Engage the customer’s curiosity.

The book also provides an assessment tool to gauge your service to your customers and determine if it is magnetic.

A Complaint is a Gift

Janelle Barlow and Claus Moller

Customer feedback is important. It can provide a wake-up call to what is not being done. What is said to you and about you should not be taken as a complaint, but as a gift to help you see what you are not seeing.