Great tool for any in the customer service industry
585204
Great tool for any in the customer service industry. If everyone learned these techniques imagine what a wonderful experience consumers would have when doing business with a company or organization instead of the frustrating, head pounding experiences we normally have when we need help with a problem.
2295475
I've long been a listener and fan of the Focus on Customer Service Podcast by Dan Gingiss and so I was thrilled when he published "Winning at Social Customer Care." You'll learn best practices from top brands for social customer service that can be applied to teams of all sizes and you'll gain an understanding of what's needed to support customers as your team scales. I especially appreciate the way Gingiss keeps an eye toward the future of rapidly-evolving social media platforms and customer needs. This book belongs on any customer service leader's bookshelf, whether they actively support customers by social media or not.
2716025
Gary does a great job of getting to the heart of serving customers like there is not tomorrow. One of the points I really appreciated was that you take care of your complaining customers, not matter the cost. Read this book only if you want to change the way you treat all of your customers, not just your best ones.
3697492
Incredibly good book, providing simple solutions for providing excellent customer service.  This book should be given to virtually every person in a company since customers will be interacting with people throughout the organization.  I can only give this 5 stars; it's no accident that of this date, every reviewer has given this book 5 stars.
2978261
I work as a degreed Engineer selling turbomachinery technical products to the power generation, refining, and chemical business.  I have always known dress is important in my business.  This book is a great tool for me and I have recommended it to all of our sales team.  In my business, the way you approach our client with dress can be an instant turnoff to them if you do not dress properly.  The book is a very valuable tool for those in my field.
3712855
The Must React System is the best sales tool I have seen in a very long time.  In 20 years of sales, sales management and sales training, this concept is the most useful sales tool I have seen.  It has already profoundly impacted my business in terms of getting initial appointments with prospects.  It has also re-energized my desire to engage in cold calling.  Prior to this methodology, I was so frustrated with cold calling that I didn't bother to even do it anymore.  With this system, however, I am getting about one appointment out of every 10 dials.  I am also getting almost 50% returned voice mails.  This is incredible.  And often times it seems that if someone calls me back they have invested enough of themselves that it is not unusual for me to get the initial appointment.  In fact, I am convertin about a third of these call backs into initial appointments.  I highly recommend Must React for anyone who is cold calling or managing those who are responsible for cold calling.
3886060
Its a great book that will inspire you to give your best at customer service. The book and hotel aren't shy in sharing their information and know how and delivering great customer experience.
3589385
I have read several books on customer service and I find this book to be an excellent resource for great ideas on growing my customer base. Great book for people in the sales industry. Will implement as a must read for new employees.
35487
Shep Hyken, the "Chief Amazement Officer" at his strategy consultancy, demonstrates a customer service program your customers - and your employees - will appreciate. He explains that he did not develop his customer service orientation in training workshops, corporate seminars or business school marketing classes. Instead, he learned his service concepts from wise parents who had sensible, good-hearted ideas about how to treat others. Hyken began putting these straightforward concepts to work at a young age and refined them as he gained business experience. His prescriptions are rooted in treating others - including your staffers - as they, and you, would wish to be treated. Hyken explains his seven foundational ideas - which are highly useful though maybe not all highly original - so clearly that any manager can benefit from them. getAbstract recommends this well-researched book and its instructive case histories to anyone whose employees serve customers.
3152829
great book for anybody looking to improve their people skills.  I purchased this for everybody in my customer service dept.
2381219
Robert Grant concisely and proficiently outlines some simple, yet often forgotten practices that will serve to win and keep you clients.  If you own or manage any kind of business and are looking to improve customer service, you will want to download this today!

On the other side, as a consumer I have been reminded of which businesses value me as a customer and are worth my investment and which are not!  I'll never be able to hear "Your business is very important to us" WHILE waiting on hold for 10 minutes and be okay with it again!
2585958
This a great book!  I have a small business and I have been able to take the topics in this book and use them in my business.  That is what I love about this book; it's not just about martial arts.  It really shows you how to run any business successfully.  I really enjoyed the section on customer service because in my business it really is all about the customer services and this book offers a lot of tips on client focused service.
1119429
I am purchasing this book for every employee, and  every new hire. It is a great tool for explaining and reinforcing a vital part if our culture..."no blame, no excuses, just solutions and results."
411751
Over the years I've had quite a few different jobs, and yes, they have all dealt with customer service. I have learned a lot over the years from training and also from personal experience about things that should be said and not said, dine and not done, when dealing with customer service. However, this book is up to date with the information and has taken into account all of the new technology, internet sites, social media, etc. that actually affect the way customers deal with certain issues and how businesses are affected. Today it's easier for customers from one part of the world to know about things that have occurred on the other side. How does one prepare themselves for that sort of exposure, both negative and positive? This book is perfect for all kinds of employees---there are so many great tips that can really help a business improve and learn how to not only gain more customers but also to keep the ones they already have coming back. Great gift for business owners and managers.

I received this book in exchange for my unbiased review. All opinions expressed are 100% my own and in no way influenced.
122772
This book really helped me get back to the basics of understanding how to focus on customer service.  The book is extremely easy to read, and focuses on developing great relationships with your clients/customers.  The 5 key categories, Sales Growth, Communication, Personal Improvement, Project Management, and Customer Relations, all truly helped me understand where I could improve my business in each arena. I love how Byron keeps everything very simple, and how he shares his own true life stories/experiences within each of the rules to help reinforce how each of them help him throughout his own career.

High Recommend to any person wanting to improve on probably one of the most important aspects of any business in the world today.. CUSTOMER SERVICE !
4775811
Businesses often focus their efforts on getting customers.  The mantra of the day is sell, sell, sell.

Mr. Hanks' book is a valuable reminder that while selling gets the ball rolling, it is customer service that keeps the customers coming back for more. That is the bloodline of most successful enterprises.

I especially enjoyed the lesson taught on the importance of measuring the actual customer experience versus the less-reliable and less-effective techniques of internal auditing and mystery shopping.  Rather than guessing what the customer experiences, why not just ask the customer directly?

I would highly recommend this book to any professional who has to keep customers satisfied for a living and wants to find new and better ways of doing so.
2378445
Excellent read. Lays out the proper customer service procedures for a service technician and the office support staff. The situations illustrated are perfect for helping to develop customer service skills. It is specific to HVAC; however, it a must-read for any customer service-focused company.