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Product details
File Size: 1709 KB
Print Length: 226 pages
Page Numbers Source ISBN: 0983660735
Publisher: soundtraining.net (October 31, 2013)
Publication Date: October 31, 2013
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B00GCUII4M
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Amazon Best Sellers Rank:
#104,209 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
The irony of "customer service" is that "customer" is the last thing many service professionals consider when solving problems. The "customer", whether an internal client, external client, subordinate or manager, is a human being. To be an effective servicer of human beings, you need to understand a great deal about good communication, good listening skills, problem solving and stress management. Don's book covers these things and so much more. While reading through this extremely well written book, many people will say "well, of course, that makes perfect sense"; but putting theory and concepts into practice is easier said than done. This book is a good kick-starter for those of us who understand and appreciate great customer service and, I'm sure, enlightening for those of us who have never considered ourselves great communicators. I highly recommend this concise book to anyone providing customer service in any field - it's that good and that helpful.
This book is amazing. This should be a mandatory book for anyone working in Technical Support. I wish I would have this 14 years ago when I started on the phones. DEFINITELY RECOMMEND
I cannot say enough good things about this book! It delivers exactly what it promises. As a Network Operations Administrator for a MSP, I have already committed to using the principles of the book in my daily dealings. I did this without telling my teammates and administration and have already heard positive feedback specifically on the things I put into practice. They didn't even know I was working on it. I also found ways to use the principles in dealing with our customers while reading through and have seen marked improvement in the responses from the customers as I work through issues with them. I saw a complete turn around in one customer as a result. I highly recommend this book for ANY customer service rep, especially those in IT.
I train customer support groups and am always looking for books that can used both for training and later as a reference by the staff members. I found it!!
Great book for IT professionals! We went through it with our tech dept, and it created great discussions.
Lots of words, but not much content.
Too less IT specifics inside as for the book title. Poor quality of Kindle version, some pics are irreadable. As for me, more usefull would be some similar books for retail.
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