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Title: Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffrey Gitomer ISBN: 1-885167-30-X Publisher: Bard Press Pub. Date: September, 1998 Format: Hardcover Volumes: 1 List Price(USD): $30.00 |
Average Customer Rating: 4.38 (48 reviews)
Rating: 2
Summary: Not close enough to the customer
Comment: People who are managing customer service at the money end - the customers - will get some value by interpreting Jeffrey Gitomer's work through their own experience. Unfortunately the author fights shy of some big realities, namely:
* Your organisation, and not your competitors, can be responsible for placing the biggest obstacles between your service team and the customers. Oftentimes your job as a customer-centred manager is to work out ways around these - without getting fired.
* The fact is that for each 200 customers you help you will come across at least one active psychotic (honestly I'm not overstating this), never mind the congenitally rude or the customer that had a blazing row with their spouse 20 seconds before walking in. Gitomer's book won't help you sell to these customers. (Of course its your job to make sure you don't HIRE the psychotics if you can help it).
* More importantly for the manager, Gitomer won't tell you how to ensure that your staff don't [pick] up a bad attitude from their one mad/angry etc customer and spit it out on the next one.
You've got to keep everyone focused on each customer and their needs as they are. That's not as easy as it sounds. I used to allow staff a 'time-out'if they'd been verbally abused to give them a chance to calm down. At this point you can remind them that the previous 199 people they helped were actually pretty decent.
* Most people working customer service are on such low pay that they often come to work with money worries on their minds. If you can do anything at all to make work conditions a bit better -clean staff rooms and toilets, coffee machines that work etc - do it. Be as attentive to your staff as you are to your customers...
* Gitomer is right about one thing especially. You can't too often reinforce the message 'treat others as you would like to be treated.' Again its in the hiring - hire for empathy...
Rating: 5
Summary: It's too bad more businesses haven't read this.
Comment: If my book was kidnapped and held in Afganistan for 10,000 bucks ransom, if it was the only copy left in the world, I'd rescue it.
By chapter 5, I had saved a huge sale from going sour. This book has done some amazing things for my company's sales. Not just the book, but some effort on my part. Very little effort.
The principles in this book are so easy to put into immediate action, you'll wonder why you haven't
thought about this stuff already. Even if you've stayed in Ritz Carltons and shopped in upscale
stores, you'll never completely learn what makes it all come together. This book sheds some light on service.
This book was extremely enjoyable to read, but the real enjoyment comes after youre done reading
and you put this stuff into action. Seeing the smiles on customers faces, hearing their amazement
on the phone when you just try a little harder. Spend just a few minutes extra.
The things in this book cost little or no money, and even if they do cost money, you'll want to do them anyway.
Performing the principles in this book has become a hobby. It's fun, it changes the way you look at work.
At times I want to screw up orders, just to fix them! I can't beleive the attitude overhaul I've gained from this book.
I've bought this book for all the business owners in my family and now we all get together and try to
blow each other away by how we are creating memorable service. You'll want to knock their socks off, even if
you have no desire to do it before you read this book, you will after, or even half way though.
Rating: 4
Summary: Great Ideas
Comment: Gitomer's book is full of great ideas. As the Director of Orientation at a state university, I supervise a terrific group of 75 student volunteers who help new students and their parents. If I can effectively communicate to them the super ideas and concepts found here, I know they'll do an even better job as orientation leaders. Plus the skills they use and learn will easily carry over into whatever they do in life. I'm also Director of our Student Center and this book gave me lots of ideas I can use in training the students I work with in the building too.
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Title: The Sales Bible: The Ultimate Sales Resource, Revised Edition by Jeffrey Gitomer ISBN: 0471456292 Publisher: John Wiley & Sons Pub. Date: 08 August, 2003 List Price(USD): $19.95 |
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Title: The Big Book of Customer Service Training Games: Quick, Fun Activities for Training Customer Service Reps, Salespeople, and Anyone Else Who Deals With Customers by Peggy Carlaw, Vasudha Kathleen Deming ISBN: 0070779740 Publisher: McGraw-Hill Trade Pub. Date: October, 1998 List Price(USD): $19.95 |
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Title: Delivering Knock Your Socks Off Service by Ron Zemke, Kristin Anderson ISBN: 081440765X Publisher: AMACOM Pub. Date: October, 2002 List Price(USD): $18.95 |
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Title: Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astound.... by Jack Mitchell ISBN: 1401300340 Publisher: Hyperion Press Pub. Date: 11 June, 2003 List Price(USD): $19.95 |
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Title: Knock Your Socks Off Selling by Jeffrey Gitomer, Ron Zemke ISBN: 0814470300 Publisher: AMACOM Pub. Date: 01 May, 1999 List Price(USD): $17.95 |
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