Customer Service Book Review: Choosing Civility

Customer Service Book Review: Choosing Civility: The Twenty-five Rules of Considerate Conduct by P.M. Forni

After discussing why we don’t treat each other as well as we should and why we should treat each other better, Forni offers 25 rules to help us implement his advice. He gets very specific about the ways we can treat each other better, every day.

I like this book for two reasons.

One, because it puts the accountability where it belongs: On me. I can’t improve my relations with other people by expecting them to change. I can’t do it by labeling them, criticizing them or judging them. All I can do is change what I do and how I do it.

This is especially important in customer service because we deal with a wide variety of people. And it’s too easy to lay the burden of a difficult situation at the feet of the customer. “I’d be nicer to customers if they were nicer to me” we tell ourselves. We expect other people to behave according to our standards yet we ignore our role in the relationship. This book helps us remember, our behavior is our responsibility. It’s our choice.

Two because it offers specific suggestions on how to be more civil. It’s useful and can be implemented right now. It goes beyond theory and stories. It leaves your with specific things you can do to treat people better in all areas of your life.

Read this book and follow its advice and you can’t help but see better results in your personal and professional relationships.

Find more information about this book here.

The article was written by Kevin Stirtz