Glenn writes about customer service and customer experience so he felt my book was a natural for him to review.
Here are some of his comments:
The book is only 81 pages long and while I wouldn’t call myself a speed reader, I did finish the book in about 45 minutes.
Good observation Glenn. My commitment when writing business books is that they will always be short and to the point. If they are fast reading they’re more likely to get read.
I believe the book has value to three types of people. First, If you’re a senior manager who wants to improve your company’s customer service, use the 21 lessons as a checklist to compare your practices against Kevin’s suggestions.Then close the gaps.
Great advice on how to apply this book. And don’t stop once you’ve gone through your checklist. Remember: lather, rinse, repeat!
Second, every retailer ought to have a copy in their stores for new employees. Give them a week to read it at work as part of their training. Then ask them how they will incorporate these lessons into their behavior.
I hadn’t thought about this book as required reading for all new employees but I like the idea. This would give your staff the opportunity to all get on the same page (no pun intended) regarding how you will serve your customers. Then use the book at weekly staff meetings to brainstorm how you would implement the different lessons. Pick a new lesson each week.
If you know someone just embarking on their management journey, this book will be useful to them. Even if they don’t like to read “businesss” books, this book is short enough to keep their attention.
Even if they’re not in the customer service part of management, this book can be helpful. It’s written from the perspective that the entire organization should be designed to serve the customer – because that’s why the organization exists.
Two other chapters I liked were at the end. The first, What Real Customers Say About Customer Service, is a bulleted list of answers to the questions, “What is great customer service?” It happens when…, and “What is lousy customer service?” It happens when employees… Answers to both of these could easily be converted to a wall poster and posted in the backroom.
This is another practical idea to extend the learning from this book into the workplace. Find as many ways as you can (like Glenn’s suggestion here) to keep information like this in front of your employees.
You can read Glenn’s entire review here.
(Disclaimer: I am also a writer for AllBusiness.com)
The article was written by Kevin Stirtz