<b>"In the Shoes of the Customer: Simple Customer Service Solutions for a Complex World"</b> is an engaging look at what has happened to Customer Service in North America and how it can be improved. Author George Olds challenges the notion that customer service is a complex process. It debunks the "The customer is always right" myth, and takes a "return to the basics" point of view. Written in a fun, learn-by-doing manner, it proposes 3 simple solutions to satisfying customers' needs, namely: - Be AWARE, - Show you CARE, and - Do your SHARE - to meet or exceed customers' needs on each and every interaction. Readers are shown the 3 solutions, and are given 5 easy tools to deliver them - consistently - to help businesses get happy, satisfied, repeat customers. The author suggests replacing needlessly complex processes with the simple things that service providers can and should do to: determine needs (become AWARE), demonstrate concern about those needs (show you CARE), and explain what they're doing to satisfy those needs (do your SHARE). The 3 solutions and 5 tools are vividly illustrated with personal real-life stories, anecdotes and examples that demonstrate low-cost options that help people deliver effective customer service - by putting themselves in the customers' shoes. It addresses sales techniques that flow naturally from good customer service, for example how effective questioning (and, of course, listening for the answers) can pinpoint needs quickly and lead to a sale. It concludes with <b>"The Customers' Bill Of Rights: Ten Things Your Customers Want And Deserve (But Probably Aren’t Getting)"</b>.

In the Shoes of the Customer: Simple Customer Service Solutions for a Complex World

Business & Money

George Olds

Processes & Infrastructure

L&B Publishing

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Books by George Olds

See the best price to sell, buy, or rent books by George Olds. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

In the Shoes of the Customer: Simple Customer Service Solutions for a Complex World